Zendesk has updated Auto Assist – a feature in the Copilot add-on – to use your published Knowledge articles to suggest replies to customers.
1) What does this mean for us?
Previously, Auto Assist couldn’t access your public Knowledge articles. Now it can – automatically. When there’s no relevant process description available in your system, Auto Assist will search your published articles and suggest a reply based on that content.
2) Smart use of your brands
Auto Assist only uses articles that match the brand associated with the ticket. This means that if a customer submits a request under a specific brand, Auto Assist will only search articles linked to that specific brand. This ensures customers receive accurate, brand-specific responses.
3) Do I need to do anything?
No, this update is automatic. There's nothing you need to activate or adjust. Auto Assist will begin using your public articles right away.
4) Why is this useful?
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Faster replies: Auto Assist finds information even when internal procedures are missing.
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More relevant answers: Customers receive help based on content you've already created.
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No extra work: The feature activates automatically and aligns with your brand setup.
Wondering how this affects your setup or need help configuring Auto Assist?
Feel free to contact us – we're happy to assist you!
