Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Auto assist is on and proposes nothing. Check the tag first, and if you are testing by email, check whose address sent the ticket.
Why does auto assist suggest nothing?
- The composer shows nothing on tickets you expected it to handle.
- It works for some agents and not others.
- It worked and then stopped.
One: the ticket does not carry the tag
Auto assist only acts on tickets tagged _agent_copilot_enabled_, and that tag is applied by a trigger you built. If the trigger did not fire, the ticket falls outside and nothing appears.
Open the ticket and check the tag is on it. This is the cause most of the time, and it is a ten-second check.
Two: you are testing from an agent's email address
Auto assist does not respond to agent comments, so an email ticket created from an address associated with an agent produces nothing. The system is working; your test is not.
Send from an address that belongs to nobody on the team.
Three: the channel is not supported
Auto assist cannot be configured on the chat or voice channels. On those it will never appear, however the tag and procedures are set. It works on messaging and email.
Four: the agent's group does not have access
Access is set per group under Who has access. Every group has it by default, so this only bites once somebody has narrowed it, which is exactly why it explains "it works for some agents and not others".
Five: the procedure is not published, or does not match
Drafts do not run. A procedure that was edited and left unpublished disappears silently, which matches "it worked and then stopped" exactly.
If it is published, read its "when it applies" text against the ticket. Where nothing describes this case there is nothing to propose, and that is correct behaviour rather than a fault.
The order to check in
Tag, sender, channel, group access, then the procedure. The first four are yes-or-no and take a minute between them; only the last needs reading.
If all of them are fine
Send pluscloud support a ticket number where it should have proposed something, and the name of the procedure you expected.
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