Visibility and Control of To and CC Fields in Co-pilot Response Box
We would like to provide feedback regarding the current behaviour of the Co-pilot response box, specifically related to the visibility and editability of the To and CC fields.
At present, the To and CC fields are not visible or editable within the response interface. This limitation prevents agents from reviewing or amending recipients in accordance with our internal operational procedures.
As a result, we contacted Zendesk Support and were provided with a workaround. However, the workaround requires agents to complete the following steps:
- Turn off Auto-Assist
- Manually remove the CCs from the ticket
- Click Submit without making any other changes
- Re-enable Auto-Assist
- Accept the Co-pilot–generated response
While this workaround allows agents to amend the CC fields, it introduces multiple additional steps into the ticket-handling process. This significantly reduces efficiency and undermines the intended purpose of Co-pilot as a productivity-enhancing tool.
More importantly, this limitation introduces operational risk. Without clear visibility and control over the To and CC fields during the response process, there is an increased likelihood of responses being sent to unintended recipients without proper agent verification.
We hope the team will consider this feedback as part of ongoing improvements to Co-pilot. Even if this impacts a limited number of customers, recipient visibility and control are critical for maintaining accuracy, compliance, and trust in customer communications.
Thank you for considering this enhancement.