Announcing consistent terminology across AI agents

Announced on | Rollout on
May 7, 2025 | May 7, 2025

We are happy to announce that we have made changes to certain terms used in the AI agents - Advanced UI to align the terminology across Zendesk AI agent functionality.

This announcement contains the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

We have updated the names of certain terms and features in the product. You will now see the following new names for the existing features and concepts:

UltimateGPT is now called generative replies.

The chat channel (in AI agents - Advanced) is now called messaging.

The ticket channel (in AI agents - Advanced) is now called email.

Content entities are now called entities.

Visitors are now called customers.

Why is Zendesk making this change?

We are making this change to align our terminology across AI agents - Essential and AI agents - Advanced, making the entire experience more consistent and clear.

What do I need to do?

There is no action required on your part. The changes will be reflected directly in the product, and you will see the new terms for the features mentioned above.

Updates to terminology in the help center articles will follow in the coming weeks.