Announcing AI agents for email and web form

Announced on | Rollout starts on | Rollout ends on
July 31, 2025 | July 31, 2025 | August 7, 2025

Zendesk AI agents can now deliver instant, conversational answers to common customer questions on email and web form channels, helping you resolve more requests with less effort.

This launch brings the same ease of use and fast time to value that customers already experience on messaging channels, now extended to two of the most critical support touchpoints. This capability is included in all Suite and Support plans, so every customer can start scaling automated resolutions.

This announcement includes the following topics:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Until now, AI agents on email and web form could only send basic autoreplies with articles, suggesting a few relevant help center articles.

Now, AI agents can now generate complete, personalized responses that directly address customer questions in a clear, concise email. These replies pull from your help center content, follow your configured AI agent persona, and include direct links for added context. This means fewer follow-ups, more automated resolutions, and less work on your teams.

AI agents for email and web form are faster to launch and drive more automation compared to autoreplies. Here’s what you can expect:

Launch an AI agent for email or web form in just a few clicks.

Automatically generate concise, on-brand replies to common customer questions.

Maintain a consistent voice across channels with AI agent personas.

Watch the demo below to learn more:

Why is Zendesk making this change?

Email and web form are still the backbone of support for many businesses, but they’ve historically been slower, harder to automate, and more resource-intensive than real-time channels like messaging. This has made it challenging for teams to scale without compromising quality or speed.

Zendesk is making this change because we believe every customer—no matter the channel—deserves fast, consistent, high-quality support. By bringing generative AI-powered AI agents to email and web form for all Zendesk customers, we're making it radically easier to unlock automation where it’s needed most and help agents focus their time where it matters most.

What do I need to do?

Getting started is simple and available on any Suite or Support plan. Whether you’re expanding an existing agent or starting from scratch, you can launch in just a few clicks.

To get started creating a new AI agent for email, see Creating an AI agent to automatically resolve customer issues.

To add the email channel to an existing AI agent, see Configuring which channels an AI agent is available on.