Announcing cleaner source citations for AI Agent responses in Web Widget and social channels

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<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 744.305px;"><strong>Announced on</strong></td>
<td style="border-color: rgb(229, 229, 226); padding: 0.4em; text-align: left; vertical-align: middle;"><strong>Rollout starts</strong></td>
<td><strong>Rollout ends</strong></td>
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<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 744.305px;">August 4, 2026</td>
<td style="border-color: rgb(229, 229, 226); padding: 0.4em; text-align: left; vertical-align: middle;">August 4, 2026</td>
<td>August 5, 2026</td>
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</table></figure><p>Zendesk is excited to announce a new, cleaner way to display sources for Agentic AI agent responses in the messaging Web Widget and social channels.</p><p>This announcement includes the following topics:</p><ul>
<li data-list-item-id="effccc896c333507c07bf4f79c1eab0f9"><a href="#h_01KXN71GGFHQ6SEVNF4J1C1AY2">What is changing?</a></li>
<li data-list-item-id="eea790f1f5a085d86e6869ca24d9325d9"><a href="#h_01KXN71GGG082BKNGK3NA0M90K">Why is Zendesk making this change?</a></li>
<li data-list-item-id="ee89da064ef5446f0a48077d87ea197fc"><a href="#h_01KXN71GGHXBDR1KPH5J6EZSEJ">What do I need to do?</a></li>
</ul><h2 id="h_01KXN71GGFHQ6SEVNF4J1C1AY2">What is changing?</h2><p>We’ve updated how sources appear for generative responses from Agentic AI agents in the messaging Web Widget and social channels. Instead of showing long source lists directly in the message, users can now open a source list from the response.</p><p>This creates a cleaner AI experience and makes it easier to view references without crowding the main answer.</p><figure class="wysiwyg-image"><img style="aspect-ratio: 5646/3420;" src="https://support.zendesk.com/hc/article_attachments/11018650882330" alt="Article sources.png" width="5646" height="3420"></figure><p>Note that the experience may vary across social channels depending on the level of support available.</p><h2 id="h_01KXN71GGG082BKNGK3NA0M90K">Why is Zendesk making this change?</h2><p>We’re making this change to improve the AI experience for both customers and end users. A separate source view helps keep responses readable, reduces visual clutter, and follows modern UX patterns used by LLM assistants.</p><h2 id="h_01KXN71GGHXBDR1KPH5J6EZSEJ">What do I need to do?</h2><p>If you already include sources in your Agentic AI agent messages, they will continue to appear in the new UI. No additional action is required.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer">community forum</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.</p>