Copilot: Add agent instructions to your Auto assist procedures

Zendesk has released a powerful new feature in Copilot: You can now embed direct instructions for agents as part of your Auto assist procedures. This enhancement improves real-time support for your team and ensures that critical manual steps aren’t overlooked when handling customer tickets.

1) What's new in Zendesk Copilot?

Previously, Zendesk Copilot offered agents AI-powered reply suggestions and recommended actions based on ticket content. Now, it introduces a third type of assistance: Agent instructions.

This means that administrators can add specific tasks or messages directly into the Auto assist workflow. These instructions appear automatically in the Knowledge section of the context panel, dynamically tailored to the agent’s current stage in the ticket process.

2) What are agent instructions used for?

Agent instructions provide step-by-step guidance in situations where Copilot can't complete an action automatically. Common use cases include:

• Updating internal systems that require manual input

• Handling scenarios that require human judgment

• Adding reminders or quality control checkpoints during the ticket resolution process

This allows support teams to standardize workflows, improve consistency, and ensure high-quality customer service.

3) How to get started

To add agent instructions to an Auto Assist procedure:

1. Go to an existing or new Auto Assist workflow

2. Click the “Insert agent instruction” button

3. Write the message you want agents to see at that step

4. Continue editing the procedure as needed, then click “Publish”

If you need support or have questions about implementing this feature, please contact us.