Announcing the removal of the subdomain setting for advanced messaging AI agents

Announced on | Rollout on
April 27, 2026 | April 29, 2026

Since the integration between advanced AI agents and Zendesk messaging is now automatic, we are removing the setting to select a subdomain for a given AI agent. This connection will now be based on your Zendesk account ID.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

You can no longer choose a subdomain for an advanced messaging AI agent from the CRM integration settings.

If you want to connect an AI agent with a different subdomain (such as a sandbox environment), you must clone the AI agent and select the desired destination organization.

Why is Zendesk making this change?

Advanced AI agents are a native part of Zendesk and should have out-of-the-box setup. We’re simplifying this process to require the least amount of manual steps while still having a clean setup that cannot break.

What do I need to do?

No action is required as of now. If you find that your advanced messaging AI agent is not connected to the subdomain of your choice, you can clone the AI agent and select the organization of your choice. This will connect your AI agent to the account connected to the organization.

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.