Overview

Agent guidance is a feature within Copilot that helps Cal identify when drafted responses need human review. When Cal encounters situations requiring additional context while drafting customer responses, Agent guidance automatically flags these instances and prompts agents to provide additional information or clarification.

When to use it

Agent guidance activates when Cal lacks confidence in a drafted response. This feature is particularly valuable during agent onboarding, creating a clear distinction between responses Cal can handle independently and those requiring human oversight.

Common scenarios include:

• Multiple solution paths: When several options exist to resolve a ticket (e.g., issuing a refund vs. sending a replacement) and agent judgment is needed
• Missing documentation: When Cal lacks access to specific knowledge base articles or internal documentation needed to answer the question
• Conflicting information: When Cal finds contradictory guidance across different knowledge sources
• External tool requirements: When agents need to perform actions in other systems (e.g., looking up user data that Cal cannot access)

How to enable

Contact your AI Deployment Strategist to enable Agent Guidance for your team.

How to use it

Within Zendesk

When an agent clicks "Draft reply," Cal automatically evaluates whether it needs additional information to resolve the ticket. If Agent guidance detects missing context or required actions, Cal flags the response for review and prompts the agent to provide additional context.

When the agent clicks to add more details, Cal presents a specific prompt requesting additional context and guidance to improve the response. Cal will ask the agent for one or both of the following:

• Additional knowledge required: Missing information, documentation, or context needed to answer the customer's question accurately
• Action details: Specific options available or actions the agent needs to take/has already taken to resolve the issue

Once the additional context is submitted, Cal will re-draft the response with the updated information.

Examples:

• A customer wants a refund or a replacement. Cal will prompt the agent to provide additional context on whether they either processed the refund or provided the replacement. Once the agent provides details of which action they took, Cal will take that information and re-draft the response.
• A customer asks a question that Cal is missing knowledge to answer. Once the agent provides the knowledge needed to answer the question, Cal will take that information and re-draft a response that is formatted for the customer

Quality review

When Agent guidance is enabled, tickets utilizing this feature are automatically labeled under 'Type' in the Quality review page within Assist, enabling tracking and analysis of guided interactions.