Agent guidance in Copilot

Plans and permissions:

• Add-on: Copilot, billed separately
• Give Copilot guidance on a draft: Admin role, or a custom role with Copilot access set to Can access Copilot on the AI support tab
• Admins can also turn on Copilot for individual people in Manage team > People management.
• To turn on agent guidance for your company, contact our team.

Use agent guidance to have Copilot ask your support team members for help when it isn’t confident in a reply it drafted. When Copilot is missing context, it flags the draft and asks the support team member for the details it needs, then redrafts the reply with them. This is especially useful while new support team members are onboarding: it’s clear which replies Copilot can handle on its own and which need a person’s input.

Agent guidance works in Copilot in Zendesk.

Note: Agent guidance is different from a workflow’s Agent review mode, where Copilot shows the actions and replies a workflow prepared, such as a Suggested action for you to confirm with Confirm action, or a drafted reply to send with Move to editor. See How Agent review works in Copilot.

When Copilot asks for guidance

Copilot asks for guidance when it isn’t confident in a draft. For example:

• Several solutions are possible. For example, the customer could get a refund or a replacement, and the support team member needs to decide.
• Documentation is missing. Copilot can’t access the article or internal document it needs.
• Sources conflict. Copilot finds contradictory guidance in different knowledge sources.
• The answer depends on another tool. The support team member needs to do something in another system, such as look up user data Copilot can’t access.

Copilot asks for one or both of these:

• Additional knowledge: information, documentation, or context it needs to answer the customer accurately.
• Action details: the options available, or what the support team member needs to do or has already done to resolve the issue.

Turn on agent guidance

Agent guidance is turned on for your whole company. To turn it on, contact our team.

Give Copilot guidance

1. In Copilot, draft a reply. If Copilot needs more information, the draft shows a warning banner saying it needs more details to improve the reply.
2. Select Provide more details here in the banner.
3. In Add additional context, read Copilot’s question, then enter your context or guidance, in bullet points.
4. Select Submit.

Copilot redrafts the reply with your information, ready for you to review and send.

Examples

• Refund or replacement: Copilot asks whether you processed a refund or sent a replacement. You say which, and Copilot redrafts the reply to match.
• Missing knowledge: Copilot doesn’t know the answer to the customer’s question. You provide the information, and Copilot redrafts it as a reply formatted for the customer.

Review guided replies

To review cases where support team members used agent guidance, go to AI quality > QA review, open the Copilot tab, and filter by the Agent guidance type. See Quality review.

To see how often each support team member uses it, check Replies drafted with agent guidance in the Copilot usage report.