Auto Assist needs to show the To and CC recipients of a reply inside the Auto Assist panel, before the agent clicks Approve, the same way the normal composer does. This affects all of our agents who use Auto Assist on the email channel, and especially the teams handling internal or sensitive tickets.
Right now Auto Assist sends replies without ever showing who they're going to, so agents can send a message to CC'd recipients they never intended to. It’s a risk of unintended sharing sensitive data to unauthorized people.
Recently, a ticket came in from an email where the sender had CC'd an internal distribution group that shouldn't have been on the thread. That original email never reached the group because the group only accepts messages from approved senders, but when I replied through Auto Assist, the reply went out from our support address, which is an approved sender, so the entire group received it. The Auto Assist panel only showed the message text, no To or CC line, so we had no way of knowing the group was still copied. After approving, the ticket showed the reply as going to the customer only, which hid the fact that anyone else got it. We noticed that it happens each time - once sent, it shows To recipient only, it shows CCs only if we open the ticket view again.
The only workaround is to turn Auto Assist off and reply from the normal composer where the CC line is visible, but that relies on agents remembering to do it every time and removes the benefit of Auto Assist.
The solution is to show the To and CC recipients directly in the Auto Assist panel, let agents remove a CC from there or at least show a warning when a reply is going to anyone beyond the customer (e.g. "this will also be sent to X CC'd recipients") to protect the sensitive data.