This article explains how to use Freddy AI Copilot to perform actions while working on a ticket. Learn how to review and execute recommended actions, ask AI Copilot to perform actions, and more. It also covers how admins can configure apps, manage action permissions, and control agent group access to ensure that the right agents can perform the appropriate actions.

Prerequisites

Before you use Freddy AI Copilot Actions, ensure that you have the following:

• An active Freddy AI Copilot license is assigned to you.

• Your admin has enabled the required app and its actions for Copilot Agent.

• Your agent group has permission to access the actions you want to perform.

Overview of Freddy AI Copilot Actions

Freddy AI Copilot Actions help you perform actions across connected apps while working on a ticket. AI Copilot proactively recommends relevant actions based on the ticket context and lets you request actions using natural language. Review and approve actions before they are executed.

This helps you complete tasks with less manual effort and reduces the need to switch between applications while working on a ticket.

Admin experience

As an admin, you can control which apps and actions agents can access through Copilot Agent. You can configure actions to be always allowed, require agent approval, or be blocked. You can also control access based on agent groups. If a required action isn't available in a connected app, you can add a custom action through a workflow.

Enable apps for Copilot Agent

Before agents can use actions from a connected app, you must enable the app for Copilot Agent.

To enable an app, follow these steps:

1. Go to AI Agent Studio > Copilot agent > Build > App actions.

2. Select the app you want to configure.

3. If the app isn't connected, select Connect more apps to browse available apps.

4. Turn on the toggle in the top-right corner.
   

The app is enabled for Copilot Agent.

Configure action permissions

You can control whether Copilot Agent can perform an action automatically, requires agent approval, or cannot perform the action.

To configure an action, follow these steps:

1. Go to AI Agent Studio > Copilot agent > Build > App actions.

2. Select the required app.

3. Under App actions, locate the action.

4. Under required action, select the required Approval option:

   • Always allowed: Copilot Agent can perform the action without agent approval.

   • Approval required: Copilot Agent must receive agent approval before performing the action.

   • Blocked: Copilot Agent can't perform the action.

5. To configure different permissions for individual actions, update the setting for each action.
   

When you configure individual actions separately, the app-level setting changes to Custom.

Manage agent group access

You can control which agent groups can use an app's actions. By default, actions use the app's configured Default groups.

To manage agent group access, follow these steps:

1. Go to AI Agent Studio > Copilot agent > Build > App actions.

2. Select the app you want to configure.

3. To change access for the entire app, select Manage groups next to Default groups.
   

4. To configure access for an individual action, select the Edit icon for the action and turn off Manage default groups.
   
   

5. Select the workspace.

6. Select the agent groups that should have access.

7. Select Save.

If no agent groups have access, agents in those groups can't use the app's actions.

If you remove every group from an individual action, that action's group setting switches to Custom (0), and no agent group can use the action until you add one back. This is separate from the app's Default groups setting, which continues to apply to any action still set to Default.

Keep actions in sync with your connected apps

Copilot Agent keeps the App actions list in sync with what each connected app exposes, so it never acts on stale or over-privileged permissions.

• When a connected app adds a new action, it appears on the App actions page as new and unmapped. Copilot Agent doesn't use it until an admin reviews it and sets its approval and group access. New actions default to a safe state, such as Approval required or Blocked.
  

• When a connected app removes or deprecates an action, Copilot Agent automatically removes it from the list of available actions. If a workflow depends on that action, the workflow is flagged for the workflow owner or admin to review.

Agent experience

After an admin configures actions for Copilot Agent, it can identify actions that are relevant to a ticket and display them as recommendations in the Freddy AI Copilot side pane. You can review the recommended action and the information retrieved for it, then approve or ignore it before the action is performed.

Review and approve a recommended action

To review and approve a recommended action, follow these steps:

1. Open the ticket and go to the Freddy AI panel.

2. Review the Recommended action card.
   
   
    The card displays the action and relevant information retrieved for the action.
   
   

3. Select Approve to perform the action or Ignore to dismiss the suggestion.

4. If prompted, confirm the action.

Copilot Agent displays a confirmation after the action is completed.

Note: Some actions may require an additional confirmation before they are performed.

Ask Copilot Agent to perform an action

You can ask Copilot Agent to perform an action directly instead of waiting for a recommendation.

To ask Copilot Agent to perform an action, follow these steps:

1. Open the ticket and go to the Freddy AI panel.

2. In the Ask me anything box, describe the action you want Copilot Agent to perform.
   

3. Review the recommended action and the information provided with it.

4. Select Approve to perform the action or Ignore to cancel it.

5. If prompted, confirm the action.

Copilot Agent performs the action only if you have the required permissions. If you don't have access to the action, an appropriate error message is displayed.

Understand when action suggestions change

Copilot Agent reevaluates action suggestions when the ticket context changes. This can happen when you:

• Open or refresh the ticket.

• Assign the ticket.

• Add a reply or private note.

• Change the ticket status, title, or description.

• Add an associated asset, related ticket, problem, change, task, or parent or child ticket.

Copilot Agent retrieves information from connected apps only when it is relevant to the ticket. It also considers your permissions before recommending an action.

Share feedback on an action suggestion

You can mark an action suggestion as helpful or not helpful in the Freddy AI Copilot side pane. Your feedback helps improve future recommendations but does not affect the suggestions currently displayed on the ticket.

Frequently asked questions

The following answers address common questions about Copilot Agent actions.

1. Why don't I see an action that I expect?

Copilot Agent recommends actions based on the current ticket context and your available permissions. An action might not be recommended if:

• The action isn't relevant to the current ticket.

• The required app isn't enabled for Copilot Agent.

• Your agent group doesn't have access to the action.

• The action isn't available for Copilot Agent.

2. Can I ask Copilot Agent to perform an action that isn't recommended?

Yes. You can describe the action in the Ask me anything box in the Freddy AI Copilot side pane. Copilot Agent checks whether the action is available and whether you have permission to perform it.

3. Does feedback change the suggestions currently displayed?

No. Feedback doesn't change the suggestions currently displayed on the ticket. It helps improve future recommendations.

4. What happens if a connected app adds or removes an action?

A new action appears on the App actions page as unmapped until an admin reviews and configures it, so Copilot Agent never uses it automatically. A removed action is taken out of the available actions list, and any workflow that depended on it is flagged for review.