Can I connect multiple advanced AI agents to a single Zendesk account?

Question

In AI agents - Advanced, can I connect multiple advanced AI agents to a single Zendesk account?

Answer

Yes. For advanced messaging AI agents, you can connect multiple AI agents to your account by adding them to the same messaging group. See the article Connecting an advanced AI agent to messaging. You can then use routing rules to determine which AI agent responds on which messaging channel. See the article Setting an advanced AI agent as the default responder for a messaging channel.

For advanced email AI agents, you can technically connect multiple AI agents to your account, but doing so isn't recommended and can lead to workflow issues. Instead, connect a single AI agent to email and then use the following functionality to tailor the AI agent's responses according to brand:

Create and add actions to collect and act on brand-specific information during the conversation.

Insert conditional blocks in dialogues in dialogues to separate conversation flows based on brand.

Create segments to identify and target specific subsets of customers based on brand.

Configure search rules so that the AI agent searches only the knowledge sources that are relevant for the appropriate brand.