Generative answers don’t appear in my AI agent

Question

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

Answer

Generative AI is not included with Zendesk AI Agent - Essentials, which is the AI package automatically bundled with most Zendesk Suite plans. AI Agent - Essentials provides foundational automation tools, such as automated response suggestions, intent detection, conversation summaries, and real-time coaching.

In contrast, Zendesk AI Agent - Advanced is a paid add‑on that includes enhanced intelligence, automation, and reporting, 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 AI Agent - Advanced.

AI Agents - Essentials (included with most Zendesk Suite plans)

Automated response suggestions

Ticket intent detection

Conversation summaries

Real-time prompts and coaching

Basic analytics and reporting

AI Agents - Advanced (add‑on)

Includes everything in Essentials

Generative answers in AI agents

Advanced ticket categorization

Complex workflow automations

Escalations and AI routing

Bulk AI actions on tickets

Customizable AI training

Macro or script integration

Advanced analytics and reporting

For more information, see this article: About AI Agents