Can my agentic email AI agent handle multiple intents and entity IDs?

Question

Can my agentic email AI agent handle multiple intents? I am curious about the multi-intent capabilities of my AI agent, specifically around how Zendesk handles multiple entities.

For example, a customer emails me asking to cancel their trip and provides three different booking IDs in the same message.

Answer

Can an agentic email AI agent recognize multiple intents?

No. AI agents on email currently cannot process multiple procedure intents or perform parallel procedure automation within a single email reply, though they can answer multiple questions from knowledge sources.

Can the AI agent handle and process multiple intents, or only the first?

Only the first. While entity recognition can extract entity values such as booking IDs from a message, the AI agent works with a single entity value per procedure run and does not currently process multiple procedure intents at once.

In practice, this means it will pick up one booking ID, typically the first one it identifies, and proceed with that

Additional booking IDs in the same message won't each be processed as separate actions

Can the cancellation workflow loop through all three? What is the intended behavior for partial successes?

No. Currently, there is no built-in loop or a mechanism for each loop in conversation flows that would let a single procedure iterate over multiple values of the same entity.

The flow runs once, using the one booking ID it captured, performs the cancellation step, for example an API call, and replies

To cancel multiple bookings, each one must be handled as a separate run, either through additional back-and-forth with the customer or via a single API action on your side that accepts a list of IDs if your integration supports that