Generative answers don’t appear in my AI agent

Question

Why can't I see generative answers in my AI agent?

Answer

Generative AI isn't included with Zendesk AI Agents- Essential, which is the legacy AI package automatically bundled with most Zendesk Suite plans. AI Agents - Essential provides foundational automation tools, such as automated response suggestions, topic detection, conversation summaries, and real-time guidance.

In contrast, Unified AI Agents, previously called AI Agents - Advanced, include enhanced intelligence, automation, and reports, such as generative responses created dynamically by the AI agent. If you want your AI agent to produce generative answers, you need to upgrade your plan to the latest AI Agent experience. See Migrating to the new AI agents experience.

AI Agents - Essentials

Automated response suggestions

Ticket topic detection

Conversation summaries

Real-time prompts and guidance

Basic analytics and reports

Unified AI Agents (previously AI Agents - Advanced)

Includes everything in Essentials

Generative answers in AI agents

Advanced ticket categorization

Complex workflow automations

Escalations and AI ticket assignments

Bulk AI actions on tickets

Customizable AI model setup

Macro or script integration

Advanced analytics and reports

See About AI Agents.