Can I use multiple advanced AI agents in my Zendesk account?

<h2 id="h_01KBDPGGSEBR3PTJHDACRXM5MN">Question</h2><p>Can I use multiple advanced AI agents in my Zendesk account?</p><h2 id="h_01KBDPGE5TSTZW7NKQHRBAQBWZ">Answer</h2><p>Yes. You can use multiple <a href="https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents" target="_blank" rel="noopener noreferrer">AI agents</a> for your messaging channels in your Zendesk account. Then use rules to route which AI agent responds on each channel. See <a href="https://support.zendesk.com/hc/en-us/articles/8357757911834" target="_blank" rel="noopener noreferrer">Setting an advanced AI agent as the default responder for a messaging channel</a>.</p><div class="note attention" id="default_responder__note_qjn_wvp_2jc">
<span class="attentiontitle"></span>This article applies only to customers who bought AI agents - Advanced before March 10, 2026. Otherwise, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394#topic_gws_1gc_2jc" target="_blank" rel="noopener noreferrer">Managing an AI agent's channels</a>. The .</div><p>You can use multiple AI agents to your email channel, but this may cause some workflow issues. Instead, <a href="https://support.zendesk.com/hc/en-us/articles/8357750858010" target="_blank" rel="noopener noreferrer">connect a single AI agent to email</a> and use the features below to tailor the AI agent’s responses by brand:</p><ul>
<li data-list-item-id="e4569c018cd136c6188f2fcc7696107a0">
<a href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank" rel="noopener noreferrer">Create and add actions</a> to collect and act on brand details in the conversation</li>
<li data-list-item-id="efebed18e1d5736fc3c663d11607f4d8d">
<a href="https://support.zendesk.com/hc/en-us/articles/8357733406234" target="_blank" rel="noopener noreferrer">Insert conditional blocks in dialogues</a> to separate conversation flows by brand</li>
<li data-list-item-id="e3a1b3d1bc7f81917bdf6ac1ecd8fa043">
<a href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank" rel="noopener noreferrer">Create segments</a> to identify and target specific customer groups by brand</li>
<li data-list-item-id="eb9e0fb92f21895c498973a0845f5e2ae">
<a href="https://support.zendesk.com/hc/en-us/articles/9185497386394" target="_blank" rel="noopener noreferrer">Configure search rules</a>, so the AI agent searches only knowledge sources that are relevant to the brand</li>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KRZS4TADR56VR1WVAPBQ1814">
What is Brand and channels? What does the Brand setting do for my
chatbot? Why should I use Brand settings for an answer bot?
</h2>
<p>
<strong>Brand and channels</strong> determines which help center
or knowledge base to use and where your AI agent or chatbot shows
up. The AI agent uses content from the help center of that brand
and you can assign it to channels associated with that brand, subdomain,
or instance.
</p>
<h2 id="h_01KRZS4TAD09TRFFE3F0ZTEG55">
What do I need to connect my AI agent to WhatsApp? What are the prerequisites
to add a chatbot to social messaging channels? Can I add an answer
bot to social media?
</h2>
<p>
You must use Zendesk messaging. You must connect your WhatsApp messaging
channel to your Zendesk subdomain, account, or instance before you
can add the AI agent.
</p>
<h2 id="h_01KRZS4TADN384ZDJMXPST70ZQ">
How do I add the AI agent to WhatsApp? How can I connect my chatbot
to social messaging channels? How do I set up an answer bot on social
media?
</h2>
<ol>
<li>Create a new AI agent or edit an existing chatbot.</li>
<li>
Navigate to <strong>Brand and channels</strong> &gt;
<strong>Messaging</strong>.
</li>
<li>
Select <strong>WhatsApp</strong> or your other social messaging
channels.
</li>
<li>Publish your AI agent to apply the settings.</li>
</ol>
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