Accessing and navigating the AI agents workspace

TheAI agents workspaceis where you create and manage theAI agentsthat interact with your customers.


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The AI agents workspace is where you create and manage the AI agents that interact with your
customers.
This article contains the following topics:

Accessing the AI agents workspace
Navigating the AI agents workspace
Switching between AI agents
Accessing help and resources

Related article:

Getting started with AI agents
Using the dashboard to monitor and manage AI
agents



Accessing the AI agents workspace

Users with permission to access the AI agents workspace can access it through the
Zendesk product menu.
To access the AI agents workspace

Click the Zendesk product menu in the top bar, then select AI
agents.
The AI agents workspace opens
to the dashboard.

For more information about
using the dashboard, see Using the dashboard to monitor and manage
advanced AI agents.





Navigating the AI agents workspace

In the AI agents workspace, you can use the left sidebar menu to access AI agent
functionality. The table below explains the available menu options.










Main menu item
Sub-menu item
Description


Dashboard

Allows you to view an overall
dashboard that lets you create an AI agent and
shows performance metrics, relevant actions for your AI agents,
and helpful resources.


Reporting

Allows you to analyze the performance of
your AI agents on key metrics such as total volume
and resolution, deflection, and escalation rates.


Content
Use cases
Allows you to create use cases for
AI agents. Includes access to the procedure builder and
the dialogue builder,
where you create conversation flows that your AI agents follow
when replying to customers.


Templates
Allows you to create templated
replies that you can reuse across dialogues.


Segments
Allows you to create subsets of your
customer base that you can target in dialogues and
search rules.


Knowledge sources
Allows you to connect knowledge
sources that your AI agents can use to create
AI-generated answers to questions from customers.


Search rules
Allows you to configure search rules
that define which knowledge sources AI agents should use when
creating AI-generated answers.


Entities
Allows you to create and manage pieces of
information from customer messages that can be used
in procedures and dialogues.


Identity
Allows you to customize an AI agent's
identity.


Tone of voice
Allows you to customize an AI agent’s tone
of voice.


Pronoun formality
Allows you to customize an AI agent’s
pronoun formality.


Instructions
Allows you to create instructions
that influence an AI agent’s generative replies.


Advanced settings
Allows you to manage advanced settings for
generative replies.


Conversation logs

Allows you to review the conversations
between your AI agents and customers, including the
messages sent, actions taken, and more.


Actions
Configured actions
Allows you to create configured
actions that your AI agents can perform during
conversations with customers.


API integrations
Allows you to use the integration
builder to connect an AI agent to any API or data
source without extended technical or programming skills.


Action flows
Allows you to create action flows
that perform actions in Zendesk and external systems based on a
defined event that initiates or triggers the workflow.


Custom actions
Allows you to create custom actions
that perform a pre-defined series of automated actions.


Settings
General
Allows you to configure general
settings for an AI agent.


Languages
Allows you to add and manage supported
languages for an AI agent.


Events and actions
Allows you to add actions at the AI agent
level.


Operating hours
Allows you to set operating hours
for an AI agent.


Advanced settings
Allows you to manage advanced
settings for an AI agent.


Change log
Allows you to view the change log for an AI agent
to see what changes were made to it and by which users.



CRM integration
(Messaging AI agents only)

Allows you to manage the integration between your
AI agent and messaging
channels.


AI agent management (Appears only if
you bought AI agents - Advanced before March 10, 2026, or if
you’re part of the voice AI agents
EAP.)


Create AI agent
(Client
admin role only)


Allows you to create AI
agents.



Organization management

User access
(Client admin role only)

Allows you to manage user access to
specific AI agents.



Organization management
(Client admin role only)

Allows you to manage your organization name, view
all AI agents in your organization, and generate an API
key.








Switching between AI agents

Within the AI agents workspace, you can switch between the different AI agents you
have access to. This allows you to configure settings for each AI agent
individually.


Note: If you have a sandbox environment in addition to a
production environment, ensure you’ve signed in to the correct Zendesk account.
You can’t access production AI agents from your sandbox environment, and you
can’t access sandbox AI agents from your production environment.

To switch between AI agents


In the AI agents
workspace, click the drop-down in the top-right corner.
Select the AI agent you want to switch to.
This list includes only
AI agents with a status of Active or Ready to activate (as seen on the
dashboard) and AI agents that
you have permission to access.






Accessing help and resources

From within the AI agents workspace, you can quickly access help and resources.
To access help and resources


In the AI agents
workspace, click the help icon ( ) in the top-right corner.
Select one of the following resources:

Visit our knowledge base: Opens the Using AI agents section of
the help center, where you can browse all available articles.

What’s new: Opens the What’s new in Zendesk
category of the help center, where you can read monthly roundups of
the latest feature releases.

Status page: Opens the status page, where you can see the
status of the systems powering the AI agents workspace.

Chat with us: Opens the widget, where you can ask a question
or raise a support issue with Zendesk customer
support.






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