Auto assist now reacts to agent comments as long as the agent is a requester

Release notes through 2026-04-17

Copilot
New:

• Auto assist now reacts to agent comments as long as the agent is a requester, and it treats them as end-users. This opens up employee service and other use cases in which both the requester and the assignee are agents.

AI Agents and Knowledge
New:

• You can now set visibility for showing users a list of suggested articles in the new request form. Setting visibility for suggested articles in the request form.

Fixed:

• Answer length settings for generative replies are now respected in the agent responses.

Messaging and live chat
New:
Chat to Messaging Migration

• Voluntary (self-serve) migration in messaging is now GA.
  The migration wizard adapts to each account's history to ensure data integrity:

1. For first-time migrations, users see a step-by-step walkthrough of the transition.
   Legacy Reverts:
2. For accounts that migrated previously and then reverted, successful settings are preserved, and friction points from the previous attempt are resolved. Customers pick up where they left off.

App Marketplace
New:
Genesys Cloud Connector for Zendesk (Support)

• Genesys Cloud Connector for Zendesk is a powerful, flexible, and easy-to-deploy solution that embeds advanced Genesys Cloud capabilities directly into your Zendesk environment, delivering a fluid experience for agents and a seamless journey for your customers. With features like screen-pop, automatic interaction data sync, click-to-dial, and an omnichannel experience, this integration is optimized for quick deployment and immediate time-to-value.

Conduit AI (Support)

• Conduit AI is the autonomous customer service platform that deploys AI agents to resolve tickets, not just deflect them, by grounding every response in your actual business data. AI agents handle inbound Zendesk tickets end-to-end across email, chat, SMS, WhatsApp, and voice. Agents sync with your knowledge base, CRMs, and internal tools to deliver accurate, context-aware responses, and when an agent can't resolve an issue, it escalates to a human while preserving the full conversation context in Zendesk.

Fluents.ai (Support)

• Fluents.ai is an AI-powered customer experience (CX) platform that unifies and automates inbound and outbound communications, enabling businesses to replace or augment their contact center with scalable, natural-sounding AI agents. View all active and recent AI-handled calls in real time, browse and manage your Fluents.ai agents from within Zendesk, create Zendesk tickets from call transcripts with one click, or automatically, view full conversation transcripts with iMessage-style formatting, and more.