Announcing instant AI agent answers in web forms

Announced on | Rollout starts | Rollout ends
February 25, 2026 | February 25, 2026 | March 2, 2026

This change applies to AI agents - Essentials.

We’re improving the web form experience so requesters can get help faster without leaving your website. After submitting a request, they’ll now see a response from an AI agent immediately, along with quick feedback options to confirm whether the response resolved the issue or if they still need help.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What's changing

With this update, after a requester clicks Submit on a web form, they’ll see a dialog that displays the AI agent response right away. This lets requesters get an answer immediately in the browser, without needing to switch to their email. Example:

The AI agent’s response also includes feedback buttons that the customer can click to indicate whether the AI agent solved their issue. If the customer clicks “This helped, solve my request”, the ticket is solved, and an internal note is added to the ticket.

If the customer clicks “I still need help”, or if the AI agent can’t answer the customer’s question, the ticket is escalated to a human agent.

These same feedback buttons will also be available in the email channels.

Note: AI agents on the web form channel work only on help centers with the Copenhagen theme version 4.24.0 or above.

Why is Zendesk making this change?

We’re making it faster for requesters to get to the right outcome right when they start: on your website. Showing the AI agent response immediately after submission reduces channel switching and helps requesters quickly confirm whether their issue is resolved.

The added feedback buttons to both the web form and email channels create a clearer path forward for each request. When a requester indicates that the request can be resolved without requiring a human agent to step in, the reduction in the team's manual effort lets them focus on requests that truly need follow-up.

What do I need to do?

No action is required to receive this update. However, to see the updated AI agent experience on the web form channel, you must republish your AI agent.

For more information, see Understanding the customer experience for AI agents on the web form channel in Zendesk help.

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.