Announcing the integration of the action builder with AI agents

Announced on | Rollout starts | Rollout ends
May 13, 2026 | May 13, 2026 | June 12, 2026

Zendesk is happy to announce the integration of the action builder with AI agents. This improvement allows you to utilize resources created in the action builder, including custom actions, action flows, and—through action flows—external actions and MCP connectors, all within your AI agent configuration.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

AI agent builders and conversation designers can invoke custom actions and action flows directly from the AI agents workspace. Both the procedure builder and dialogue builder support these resource types, guaranteeing that they fit into your current workflows.

When using custom actions, all custom actions are available in AI agents. When using action flows, only flows with the Run on demand trigger can be invoked by an AI agent. Action flows can make further calls, like accessing external actions or calling an existing MCP connector. When an action flow is executed by an AI agent, it receives only the outputs passed by the last step of the flow.

In the AI agents workspace, we’ve added a new, top-level Actions menu option to account for the new actions experience. This menu option includes the following sub-items:

Configured actions: Previously called Actions, this existing menu option has been renamed to distinguish it within the new experience. Configured actions include conversation actions and CRM actions. See About configured actions for AI agents.

API integrations: This existing menu option has been moved to better indicate its relation to actions. See About the integration builder for AI agents.

Note: While it’s still possible to use the integration builder to create API integrations, it’s recommended to use action flows instead.

Action flows: This new menu option takes you to Admin Center, where you can build action flows. See Creating action flows to automate processes across Zendesk and external systems.

Custom actions: This new menu option takes you to Admin Center, where you can build custom actions. See Creating custom actions for auto assist and action flows.

Why is Zendesk making this change?

We aim to empower AI agent customers with the best tools our platform has to offer. With the action builder integration, you can utilize various resources with ease which were previously not possible in AI agents.

What do I need to do?

No action is required from you. The new actions experience in the AI agents workspace:

Is available now for customers who bought AI agents - Advanced on or after March 10, 2026.

Will be rolled out from May 11 through June 12, 2026 to customers on all Suite and Support plans.

Will be rolled out in the near future for customers who bought AI agents - Advanced before March 10, 2026.

To get started, see Understanding the action builder and action flows.

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.