Announcing minor navigation changes in AI agents - Advanced

Announced on | Rollout on
November 18, 2025 | November 18, 2025

We’re making minor changes to the navigation of the AI agents - Advanced add-on to streamline the experience across all AI agent types (including expression-based AI agents, zero-training AI agents, and AI agents with agentic AI).

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Within AI agents - Advanced, the settings pages for “Generative replies” (including Knowledge, Search rules, Instructions, and Persona) and “Entities” are moving:

You can now find the “Generative replies” pages split under Content > Knowledge and Content > Personalization:

Knowledge and Search rules are now available under Content > Knowledge.

Instructions and Persona are now available under Content > Personalization.
Also note that the Persona page has been split into pages for Identity, Tone of voice, and Pronoun formality, representing the tabs that were previously present on the Persona page.

You can now find “Entities” under Content.

For more information, see Navigating the AI agents - Advanced add-on.

Why is Zendesk making this change?

Today, depending on the type of AI agent, users experience a different navigation. We are simplifying this experience so that navigation is consistent across any AI agent type.

What do I need to do?

There is no action needed from you. You will automatically see the affected pages moved under the Content section. There is no functionality change, just the navigation from where you access these pages.

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.