How do I use Copilot in Zendesk?

Our Copilot tool can help you draft replies, answer questions, translate conversations, and quickly wrap up cases while you're working Zendesk. Use this quick guide to learn how it works!

In this guide:

• What is Copilot?
• How do I find Copilot in Zendesk?
• How can I automatically greet customers?
• How do I ask Copilot a question?
• How do I use Copilot to write messages?
• Can Copilot translate for me?
• How do I wrap up a case with Copilot?

What is Copilot?

Assembled Copilot is an assistant designed to help you solve cases faster and avoid busywork. It can support you while you talk to customers by drafting messages in your own voice, and it can help you quickly write your case notes and wrap up work.

Copilot also has access to your company policies and knowledge base, so it’s a great way to check facts as you’re working on a case.

How do I find Copilot in Zendesk?

Copilot lives in your Zendesk menu and is always available. To find it:

1. Sign in to Zendesk and open a ticket.
2. In the right sidebar menu, select the Assembled logo. If the logo isn’t visible, select More and scroll down until you find it. You can add it to your sidebar by selecting the Pin icon.
3. Sign in with your Assembled credentials if prompted. You're ready to go!

What information can Copilot give me at the start of a case? 

At the beginning of each case when an agent opens Copilot, it will provide the following information: 

• Quick summary: A short overview of what's happened in the case
• Relevant sources: Links to the most relevant sources from your knowledge base
• Case details: High level case details

How can I automatically greet customers?

Copilot can save you time by writing your greetings and any required disclosures for you.

To use it:

1. Above the Copilot chat input, select the Greet button. If you’re using a smaller screen, you might need to select the ellipsis icon […] to find this option.
2. Copilot will write a friendly greeting for you and automatically move it to the Zendesk chat input.
3. Make any changes you want to and send the message.

How do I ask Copilot a question?

Copilot can help you quickly answer questions about the case, the customer’s history, your company’s policies, and your internal knowledge documentation.

To ask something:

1. Select the Ask option under the Copilot chat input.
2. Write your question in the chat. You can use plain language and ask anything you like. 
3. When you’re ready to ask, select the blue arrow [⬆️] or use the keyboard shortcut Command + Enter.
4. Copilot will answer your question and include any relevant sources. You can ask follow-up questions or review the sources if you'd like to.

How do I use Copilot to write messages?

Need help responding to a customer? We've got you covered.

Copilot can draft a customized reply for you, and you can make any edits you want. 

To start drafting, choose one of these options!

Option 1: Use the case info

1. Select Reply above the chat input in Copilot. You can also use the keyboard shortcut Command + D.
2. Copilot will draft a reply, using the current case context and your company’s knowledge.

Option 2: Use your own notes

1. Below the chat input in Copilot, select Draft.
2. Write your notes in the chat input. You can add anything you think Copilot might need to know to draft a better reply. If you already wrote notes in the Zendesk chat input, you can press Tab to quickly move them to your chat with Copilot.
3. Select the blue arrow button [⬆️] to send your notes to Copilot.
4. Copilot will draft a reply, using your notes and the other sources it can access. From there, you can review the draft and send it to your customer chat or make additional changes.

Option 3: Use a Zendesk macro

1. Below the chat input in Copilot, select Draft.
2. Next, select the lightning bolt icon. You can also enter / in the Copilot chat.
3. Choose a Zendesk macro from the menu.
4. Copilot will use that macro to draft a reply. Next, you can edit the draft or ask Copilot to edit.
5. Select Move to editor when you’re ready!

How do I send the draft?

When your draft is ready, it’s time for you to review it!

If everything looks good:

1. Select Move to editor to quickly paste the draft in your Zendesk chat. You can also use the keyboard shortcut Command + Enter.
2. When you’re ready, send it to the customer.

If you need to make a change:

1. To have Copilot do the work, select Rephrase. Next, choose how you'd like to rephrase or enter custom instructions.

   To edit manually, select the draft text and start typing. You can also select any piece of text to add formatting or links. If you want to restore the original draft, select the Reset icon in the upper right corner of the chat input.

2. When you’re ready, select Move to editor (or Command + Enter).

Can Copilot translate for me?

Yes! Copilot can automatically translate your messages — so you can respond in the customer’s language and understand what they’re saying.

To save time, Copilot automatically detects your customer’s language and displays it in the language tag [🌐] at the top right of the Copilot frame.

How does translation work?

When you’re done drafting a message, select Translate and move to editor. This will automatically translate the message so your customer can understand.

You can also select Translate case above the Copilot chat input to create a transcript of the entire conversation in your default language.

How do I change the language?

To override the detected language, just select the language tag [🌐] and choose a different option from the dropdown menu.

How do I wrap up a case with Copilot?

Copilot can write your internal notes when you’re ready to close or hand off a case.

It uses custom wrap up templates created by your company or team, so your notes will be consistent, clear, and appropriate for the case type.

To use this feature:

1. Select Wrap up above the Copilot chat input.
2. Choose a template from the menu.
3. Copilot will create your internal notes for you, and you can make any changes before you post them in the ticket. You’re all set!