Copilot
Freshby Zendesk
AI-assisted agent guidance with real-time context injection during active ticketsAgent teams handling variable or complex tickets who need context fast without context-switching between tools
Proactive AI assistant that surfaces suggested replies, next-best actions, and relevant knowledge articles to agents in real time during live conversations.
Features
Omnichannel Routingpaid onlySkills-Based Routingpaid onlyTriggers & Automation Rulesall plansMacros & Saved Repliesall plansSLA Managementpaid onlyIVR (Interactive Voice Response)paid onlyApproval Workflowsenterprise onlyWorkforce Scheduling & Forecastingpaid onlyAI Agents (autonomous bot resolution)paid onlyCopilot (proactive agent assistant)paid onlyIntelligent Triage (AI classification)enterprise onlyAuto Assist (AI resolution suggestions)enterprise onlyGenerative AI Writing Toolspaid onlyVoice AI Agents (multilingual)paid onlyAdmin Copilotpaid onlyCSAT Surveyspaid onlyPre-built Dashboardspaid onlyCustom Report Builderpaid onlyQuality Assurance (auto conversation scoring)paid onlyMarketplace (1,800+ apps & integrations)all plansAction Builder (no-code workflow integrations)paid onlyMicrosoft 365 Support Assistantpaid onlySandbox Environmententerprise onlyCustom Agent Rolesenterprise onlySession Duration Enforcementpaid onlyAI Governance Controlsenterprise only
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Knowledge management and self-service content publishing with bot integration
- Messaging & Live Chat
Real-time and async messaging across web, mobile, and third-party social channels
- Quality Assurance
Automated QA scoring across all conversations with coach workflow and trend reporting