Announcing segments in the dialogue builder for advanced AI agents

Announced on | Rollout starts | Rollout ends
July 28, 2025 | July 28, 2025 | August 1, 2025

Zendesk is pleased to announce the release of segments in the dialogue builder for AI agents - Advanced. This enhancement introduces the ability to use segments when building conditional logic in dialogues, making it easier to evaluate multiple session parameter values simultaneously.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

You can now check which segments are active in a conversation when building dialogues for advanced AI agents. This enables you to evaluate multiple parameter values in a single step using segments instead of individual parameters.

The parent conditional block now allows you to choose between parameters and segments. When using segments, the following operators are supported:

is ANY of

is NOT ANY of

is ALL of

You can add any number of segments under each branch.

Why is Zendesk making this change?

Segments provide a powerful way to personalize conversations and streamline dialogue creation, improving both the design process and the customer experience.

What do I need to do?

For AI agents with agentic AI, this functionality is already available. For other AI agents, rollout begins on July 28, 2025, and concludes by August 1, 2025. Once enabled, you will have access to segment management, segments in the dialogue builder, and segments for generative replies. To get started, see Creating segments to target specific customers in advanced AI agent conversations.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk customer support.