Managing generative procedures for AI agents

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<p id="docs-hc-snippet" style="display: none;">Generative proceduresare flexible conversation flows that useagentic AIto guide an AI agent's responses and actions during a conversation with a customer. After youcreate a generative procedure, you can manage it at any time.</p>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418" target="_blank">Generative procedures</a> are flexible conversation flows that
use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">agentic AI</a> to guide an AI agent's responses
and actions during a conversation with a customer. After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">create a generative procedure</a>, you can manage it at any
time.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_procedures_managing__ul_p4q_ls2_52c">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Editing generative procedures</a></li>
<li class="li"><a class="xref" href="#topic_ck2_1wk_mjc">Editing the procedure map</a></li>
<li class="li"><a class="xref" href="#topic_unp_tf3_cfc">Testing generative procedures</a></li>
<li class="li"><a class="xref" href="#topic_b2h_5cc_tgc">Viewing and restoring previous versions of generative procedures</a></li>
<li class="li"><a class="xref" href="#topic_vp5_dnq_4hc">Adding a note to a generative procedure version</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="adv_procedures_managing__ul_tcs_gs2_wfc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9424547622298" target="_blank">Best practices for creating generative procedures
for AI agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9424547984026" target="_blank">Examples of generative procedures for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qcm_tcc_tgc">
<h2 class="title topictitle2" id="ariaid-title2">Editing generative procedures</h2>
<div class="body">
<p class="p">You can edit a generative procedure at any time. </p>
<p class="p"><strong class="ph b">To edit a procedure</strong></p>
<ol class="ol" id="topic_qcm_tcc_tgc__ol_pmx_fdc_tgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_qcm_tcc_tgc__image_tkt_4xf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Click the use case you want to edit the procedure for. </li>
<li class="li">Under <strong class="ph b">Reply method</strong>, make sure the <strong class="ph b">Procedure</strong> tab is selected. </li>
<li class="li">Click <strong class="ph b">Edit procedure</strong>. </li>
<li class="li">Make adjustments to the procedure using the free-text field at the bottom and
click <strong class="ph b">Update procedure</strong>.<p class="p">The timestamp in the upper-right corner is
updated to show your username and how long ago you edited the
procedure.</p>
<p class="p"><img class="image" id="topic_qcm_tcc_tgc__image_jww_zhc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_timestamp.png" width="300"></p>
</li>
<li class="li">Review the AI-generated procedure map to ensure the logic the AI agent will
follow is appropriate.<p class="p"><img class="image" id="topic_qcm_tcc_tgc__image_wn3_j3c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_gen_procedure_map_example_updated.png" width="600"></p>
</li>
<li class="li">(Optional) Repeat the previous two steps until you’re satisfied with the
procedure map. </li>
<li class="li">If you want to make your edits live to customers, click <strong class="ph b">Publish
procedure</strong>.<p class="p">If you want to discard your edits, <a class="xref" href="#topic_b2h_5cc_tgc">restore a previous version of
the procedure</a>.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ck2_1wk_mjc">
<h2 class="title topictitle2" id="ariaid-title3">Editing the procedure map</h2>
<div class="body">
<p class="p">Every time you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">create</a> or <a class="xref" href="#topic_qcm_tcc_tgc">edit</a> a generative procedure, an AI-generated procedure map is produced.
If you need to make targeted updates to the procedure map, you can directly edit it
instead of relying on the AI generation. </p>
<p class="p">When directly editing the procedure map, you can select and edit individual procedure
blocks. Currently, you cannot add, reorder, or delete procedure blocks. </p>
<p class="p"><strong class="ph b">To directly edit the procedure map</strong></p>
<div class="p">
<ol class="ol" id="topic_ck2_1wk_mjc__ol_b1r_2wk_mjc">
<li class="li">Open a generative procedure. </li>
<li class="li">In the top right, click <strong class="ph b">Edit</strong>. </li>
<li class="li">Select the procedure block you want to edit and make your changes.<p class="p">The
table below lists the editing capabilities for each block type.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ck2_1wk_mjc__table_cpd_kwk_mjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Block type</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">What can be edited</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Generate answer</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_dpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Convert to <em class="ph i">Ask question</em>
block</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Edit message text (Directions)</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ask question</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_epd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Convert to <em class="ph i">Generate answer</em>
block</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Edit question text (Directions)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Add or remove parameters</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Collect parameter</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_fpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a different parameter</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Check condition</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_gpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a different parameter</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Condition scenario</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_hpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Edit scenario logic</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Perform action</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_ipd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a different action</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Run integration</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_jpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a different integration or
environment</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search for knowledge</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_kpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Edit search instructions</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a different search rule</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Link to</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_lpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Convert to <em class="ph i">Escalate to</em>
block</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a different target</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Escalate to</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ck2_1wk_mjc__ul_mpd_kwk_mjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Convert to <em class="ph i">Link to</em> block</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a different target</p>
</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
Edited blocks are shaded in color to indicate that they’ve been updated. </li>
<li class="li">If you need to undo an edit you made, select a shaded block and click
<strong class="ph b">Reset</strong>. </li>
<li class="li">Click <strong class="ph b">Save version</strong>. </li>
<li class="li">If you want to make your edits live to customers, click <strong class="ph b">Publish
procedure</strong>.<p class="p">If you want to discard your edits, <a class="xref" href="#topic_b2h_5cc_tgc">restore a previous
version</a> of the procedure.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_unp_tf3_cfc">
<h2 class="title topictitle2" id="ariaid-title4">Testing generative procedures</h2>
<div class="body">
<div class="note" id="topic_unp_tf3_cfc__note_x3v_c51_lkc">
<span class="notetitle">Note:</span> This section applies only to messaging AI agents. Generative
procedures in email and voice AI agents cannot be tested individually. Instead, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357751811610" target="_blank">Testing an email AI agent</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11179645912986" target="_blank">Testing a voice AI agent</a>. </div>
<p class="p">After you create or update a generative procedure, you can test it before making it
live for your AI agent.</p>
<p class="p">Testing a procedure always tests the most recently made changes. For example, if you
draft updates to a live procedure and test it before publishing the updates, the
draft is tested, not the published version. </p>
<div class="p">
<strong class="ph b">To test a generative procedure</strong><ol class="ol" id="topic_unp_tf3_cfc__ol_l4l_vcc_tgc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">In the top-right, click <strong class="ph b">Test procedure</strong>.<p class="p"><img class="image" id="topic_unp_tf3_cfc__image_wrf_4g3_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_test_procedure_button.png"></p>
</li>
<li class="li">In the Session parameters dialog, do one of the following: <ul class="ul" id="topic_unp_tf3_cfc__ol_ztq_1g3_cfc">
<li class="li">To test a conditional branch of the procedure, select a
<strong class="ph b">Parameter</strong> and enter a <strong class="ph b">Value</strong>, then click
<strong class="ph b">Test</strong>. </li>
<li class="li">To test the procedure as a whole, click <strong class="ph b">Test without
parameters</strong>. <div class="p">
<div class="note tip" id="topic_unp_tf3_cfc__note_qyw_4rj_cfc">
<span class="tiptitle">Tip:</span> To remember your
selection for next time, unselect <strong class="ph b">Ask me every
time</strong>.</div>
</div>
<p class="p"><img class="image" id="topic_unp_tf3_cfc__image_xms_lg3_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_session_parameters_dialog.png" width="600"></p>
</li>
</ul>
</li>
<li class="li">In the test widget that appears, test the procedure by sending messages to
the AI agent. </li>
</ol>
<div class="note tip" id="topic_unp_tf3_cfc__note_xqd_yf3_cfc">
<span class="tiptitle">Tip:</span> To view test conversation data, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c" target="_blank">filter the conversation logs</a> by
<strong class="ph b">Display only test conversations</strong>.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_b2h_5cc_tgc">
<h2 class="title topictitle2" id="ariaid-title5">Viewing and restoring previous versions of generative procedures</h2>
<div class="body">
<p class="p">A version history is maintained for each procedure. This means you can quickly
restore a previous version of a procedure if a newer version includes changes you
don’t want to keep.</p>
<p class="p">You can view and restore a specific version of a procedure from the procedure builder
update log on the left, or from the version history panel on the right.</p>
<p class="p"><strong class="ph b">To view and restore a procedure from the update log</strong></p>
<div class="p">
<ol class="ol" id="topic_b2h_5cc_tgc__ol_rwn_l4m_3hc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">In the procedure builder update log on the left, click a version that you
want to view. <p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_r4b_s4m_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_procedures_update_log_versions.png" width="300"></p>
The selected version opens
in a read-only view. You can use the <strong class="ph b">View previous version</strong> and
<strong class="ph b">View next version</strong> icons (<img class="image" id="topic_b2h_5cc_tgc__image_pcx_w4m_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_view_previous_icon.png"><img class="image" id="topic_b2h_5cc_tgc__image_kgd_y4m_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_view_next_icon.png">) in the upper right to move through different
procedure versions. </li>
<li class="li">In the upper right, click <strong class="ph b">Restore procedure</strong>.<p class="p">Or, to return to the
current, editable procedure, click <strong class="ph b">Close</strong>.</p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To view and restore a procedure from the version history panel</strong></p>
<div class="p">
<ol class="ol" id="topic_b2h_5cc_tgc__ol_scn_43c_tgc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">In the upper-right corner, click the options menu (<img class="image" id="topic_b2h_5cc_tgc__image_j5t_53c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">View version history</strong>.<p class="p">The
Version history panel appears. Versions are grouped by day. A green
checkmark indicates the currently published version of the procedure.
</p>
<p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_h3l_tjc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_version_history.png" width="400"></p>
</li>
<li class="li">Click to expand the day that includes the version you want to revert back
to.<p class="p">Each version shows the timestamp and user who saved or published
it. Any <a class="xref" href="#topic_vp5_dnq_4hc">notes added</a>
for the version are shown as well.</p>
<p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_bbd_5jc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_version_history_expanded.png" width="400"></p>
</li>
<li class="li">To view a previous version of the procedure, click its entry in the Version
history panel.<div class="p">That version of the procedure opens in a read-only
state.<div class="note tip" id="topic_b2h_5cc_tgc__note_ix3_z3c_tgc">
<span class="tiptitle">Tip:</span> You can copy a direct
link by clicking the options menu for that version and selecting
<strong class="ph b">Copy link to version</strong>. This is helpful if you need to
share a specific version of the procedure with another user.
</div>
</div>
</li>
<li class="li">To restore the version, click <strong class="ph b">Restore procedure</strong> in the upper
right.<p class="p">Alternatively, click the options menu (<img class="image" id="topic_b2h_5cc_tgc__image_c5h_w3c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) for the version you want to restore and
select <strong class="ph b">Restore as draft</strong>.</p>
<p class="p">The version is restored as the
current draft, and the live AI agent is not affected. </p>
</li>
<li class="li">To make the restored version live to customers interacting with the AI
agent, click <strong class="ph b">Publish procedure</strong>.</li>
</ol>
</div>
<p class="p">At any point, you can return to the currently published version of the procedure for
comparison. </p>
<p class="p"><strong class="ph b">To return to the currently published version of the procedure</strong></p>
<ul class="ul" id="topic_b2h_5cc_tgc__ul_zw3_njc_tgc">
<li class="li">With the procedure open, click the options menu (<img class="image" id="topic_b2h_5cc_tgc__image_fr2_w3c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">View published
procedure</strong>.<p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_amn_qjc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_view_published.png" width="500"></p>
<p class="p">The current version of the
procedure appears.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_vp5_dnq_4hc">
<h2 class="title topictitle2" id="ariaid-title6">Adding a note to a generative procedure version</h2>
<div class="body">
<p class="p">Each time you update a generative procedure, it creates a new version in the
procedure's version history. For each version, you can add a note to help you
remember the changes you made to that version.</p>
<p class="p"><strong class="ph b">To add a note to a generative procedure version</strong></p>
<div class="p">
<ol class="ol" id="topic_vp5_dnq_4hc__ol_gk3_3nq_4hc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">Make any necessary changes and click <strong class="ph b">Publish procedure</strong>.<p class="p">A
notification message appears in the lower-left corner.</p>
<p class="p"><img class="image" id="topic_vp5_dnq_4hc__image_hg1_jpq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_updated_notification.png"></p>
</li>
<li class="li">Click <strong class="ph b">Add note</strong> in the notification message.<p class="p">Alternatively, click
the options menu (<img class="image" id="topic_vp5_dnq_4hc__image_rk1_tnq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) in the upper-right corner and select
<strong class="ph b">View version history</strong>. Click the options menu for the version
you just updated and select <strong class="ph b">Add note</strong>.</p>
<p class="p">The Add note dialog
appears.</p>
<p class="p"><img class="image" id="topic_vp5_dnq_4hc__image_s3y_mpq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_add_note.png" width="500"></p>
</li>
<li class="li">Enter the text of your note and click <strong class="ph b">Save</strong>.<p class="p">The note is added
underneath the version in the Version history panel.</p>
<p class="p"><img class="image" id="topic_vp5_dnq_4hc__image_mgq_lpq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_version_history_note_example.png" width="350"></p>
</li>
<li class="li">(Optional) To edit or delete a note, click the options menu and select
<strong class="ph b">Edit note</strong> or <strong class="ph b">Delete note</strong>.</li>
</ol>
</div>
</div>
</div>
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