About AI agents




What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise








AI agents are the next generation of AI-powered bots that automate and resolve your

customers’ issues across service channels. As AI becomes increasingly essential to customer
interactions, AI agents enable you to move toward greater automation and efficiency.
AI agent functionality is split into multiple levels, each offering the support you need for
different business requirements. Each level of AI agent functionality comes with an allotted
number of automated resolutions, which are used to measure usage
of AI agents.
This article contains the following topics:

About the AI agent levels
Features included in each level

Related article:

AI agent resources



About the AI agent levels

AI agent functionality is split into two different levels: Essential and Advanced.


AI agents - Essential

Included in all Zendesk Suite and Support plans, AI agents - Essential allows you to
start automating in minutes with generative replies powered by the latest AI technology.
You can create AI agents across messaging, email, API, and web form channels.
The Essential level is designed for quick, self-service adoption. With it, you create
generative AI agents that harness knowledge-based self service.
To learn more, see Getting started with AI agents - Essential.




AI agents - Advanced

Available as an add-on for any Suite or Support plan, AI agents - Advanced includes all
features of the Essential level in addition to advanced functionality such as conversation
flows (including hybrid flows that combine generative AI and scripted responses), API
access and orchestration, and advanced analytics.
The Advanced level is designed for customers with high support volumes or more complex
automation requirements.
To learn more, see the following resources:


About the AI agents - Advanced add-on

Getting started with AI agents - Advanced





Legacy AI agent functionality

Customers who had any drafted or published AI agents as of February 2, 2025 still retain
access to certain legacy AI agent features that are not included in the Essential level.
These legacy features include:

Bot builder

Custom answer flows


Intents


Article recommendations


These features will no longer receive functional improvements, but will be fully
supported with important bug fixes and technical upgrades.




Features included in each level

The following table describes the features included with the various AI agents levels and any
additional requirements.
Note: Customers with access to legacy AI agent functionality also
have access to all features on the Essential level.












Essential
Advanced


Generative AI replies


Generative replies on messaging channels
Yes
Yes


Generative replies on email channels
Yes
Yes


Multiple content sources
Yes
Yes


Restricted content sources
Yes
Yes


AI agent personas


Tone of voice
Yes
Yes


Business profile
Yes
Yes


Instructions
Yes
Yes


Language support


Languages supported

30 languages with automatic
translations

79+ languages (requires translations to be
provided)


Flows and integrations


Agentic AI
No
Yes


Zero-training AI agents
No
Yes


Conversation flows
No
Yes


Hybrid flows
No
Yes


Integrations
No
Yes


Reporting and analytics


Automated resolutions
Yes
Yes


Active users
Yes
Yes


Agent transfers
Yes
Yes


Use case performance breakdown
No
Yes


Behaviors


Welcome reply
Yes
Yes


Escalations and data capture
Yes
Yes


Business hours
Yes
Yes







