Accessing and navigating the AI agents workspace

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<p id="docs-hc-snippet" style="display: none;">TheAI agents workspaceis where you create and manage theAI agentsthat interact with your customers.</p>
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<p class="p">The <em class="ph i">AI agents workspace</em> is where you create and manage the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents" target="_blank">AI agents</a> that interact with your
customers.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="accessing_ultimate__ul_p3g_mvd_mgc">
<li class="li"><a class="xref" href="#topic_vtf_2vd_mgc">Accessing the AI agents workspace</a></li>
<li class="li"><a class="xref" href="#topic_rvs_dw1_2jc">Navigating the AI agents workspace</a></li>
<li class="li"><a class="xref" href="#topic_t25_qvj_tdc">Switching between AI agents</a></li>
<li class="li"><a class="xref" href="#topic_vtk_2w1_2jc">Accessing help and resources</a></li>
</ul>
<p class="p">Related article: </p>
<ul class="ul" id="accessing_ultimate__ul_wmg_lvd_mgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282" target="_blank">Getting started with AI agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10684348229274" target="_blank">Using the dashboard to monitor and manage AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vtf_2vd_mgc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the AI agents workspace</h2>
<div class="body">
<p class="p">Users with permission to access the AI agents workspace can access it through the
Zendesk product menu.</p>
<p class="p"><strong class="ph b">To access the AI agents workspace</strong></p>
<ul class="ul" id="topic_vtf_2vd_mgc__ul_gbr_tvd_mgc">
<li class="li">Click the Zendesk product menu in the top bar, then select <strong class="ph b">AI
agents</strong>.<p class="p"><img class="image" id="topic_vtf_2vd_mgc__image_jjt_2bd_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_product_menu_unified.png" width="250"></p>
<p class="p">The AI agents workspace opens
to the dashboard.</p>
<p class="p"><img class="image" id="topic_vtf_2vd_mgc__image_j42_4wd_mgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_unified_dashboard.png" width="600"></p>
<p class="p">For more information about
using the dashboard, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9748041653658" target="_blank">Using the dashboard to monitor and manage
advanced AI agents</a>.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rvs_dw1_2jc">
<h2 class="title topictitle2" id="ariaid-title3">Navigating the AI agents workspace</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_rvs_dw1_2jc__table_axw_dx1_2jc" rules="all" summary="">
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<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Main menu item</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Sub-menu item</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Dashboard</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10684348229274" target="_blank">view an overall
dashboard</a> that lets you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">create an AI agent</a> and
shows performance metrics, relevant actions for your AI agents,
and helpful resources.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reporting</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">analyze the performance of
your AI agents</a> on key metrics such as total volume
and resolution, deflection, and escalation rates.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="11" style="vertical-align:top;">Content</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Use cases</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">create use cases</a> for
AI agents. Includes access to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">procedure builder</a> and
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a>,
where you create conversation flows that your AI agents follow
when replying to customers.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Templates</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">create templated
replies</a> that you can reuse across dialogues.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Segments</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank">create subsets of your
customer base</a> that you can target in dialogues and
search rules.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Knowledge sources</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">connect knowledge
sources</a> that your AI agents can use to create
AI-generated answers to questions from customers.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search rules</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9185497386394" target="_blank">configure search rules</a>
that define which knowledge sources AI agents should use when
creating AI-generated answers.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Entities</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749740698" target="_blank">create and manage pieces of
information from customer messages</a> that can be used
in procedures and dialogues.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Identity</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658#topic_hps_snf_52c" target="_blank">customize an AI agent's
identity</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tone of voice</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658#topic_kzp_tnf_52c" target="_blank">customize an AI agent’s tone
of voice</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Pronoun formality</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658#topic_qt2_5nf_52c" target="_blank">customize an AI agent’s
pronoun formality</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Instructions</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749291290" target="_blank">create instructions</a>
that influence an AI agent’s generative replies.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Advanced settings</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9517744828058" target="_blank">manage advanced settings for
generative replies</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation logs</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">review the conversations
between your AI agents and customers</a>, including the
messages sent, actions taken, and more.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" rowspan="4" style="vertical-align:top;">Actions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Configured actions</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">create configured
actions</a> that your AI agents can perform during
conversations with customers.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">API integrations</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442" target="_blank">use the integration
builder</a> to connect an AI agent to any API or data
source without extended technical or programming skills.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Action flows</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">create action flows</a>
that perform actions in Zendesk and external systems based on a
defined event that initiates or triggers the workflow.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Custom actions</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">create custom actions</a>
that perform a pre-defined series of automated actions.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="7" style="vertical-align:top;">Settings</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">General</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756721178" target="_blank">configure general
settings</a> for an AI agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Languages</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714" target="_blank">add and manage supported
languages</a> for an AI agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Events and actions</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_opk_kyl_rgc" target="_blank">add actions at the AI agent
level</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Operating hours</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749686554" target="_blank">set operating hours</a>
for an AI agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Advanced settings</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9094002847130" target="_blank">manage advanced
settings</a> for an AI agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change log</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to view the change log for an AI agent
to see what changes were made to it and by which users.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">CRM integration</p>
<p class="p" dir="ltr">(Messaging AI agents only)</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to manage the integration between your
AI agent and <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/8264312886554" target="_blank">messaging
channels</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent management<p class="p" dir="ltr">(Appears only if
you bought AI agents - Advanced before March 10,
2026.)</p>
</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Create AI agent</p>
<p class="p" dir="ltr">(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_thq_lnf_dgc" target="_blank"><u class="ph u">Client
admin</u></a> role only)</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749415066" target="_blank">create AI
agents</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">Organization management</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">User access</p>
<p class="p" dir="ltr">(Client admin role only)</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756929562" target="_blank">manage user access to
specific AI agents</a>.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">
<p class="p" dir="ltr">Organization management</p>
<p class="p" dir="ltr">(Client admin role only)</p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Allows you to manage your organization name, view
all AI agents in your organization, and generate an API
key.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_t25_qvj_tdc">
<h2 class="title topictitle2" id="ariaid-title4">Switching between AI agents</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<div class="note" id="topic_t25_qvj_tdc__note_kpt_2b3_23c">
<span class="notetitle">Note:</span> If you have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150628316058" target="_blank">sandbox environment</a> 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.</div>
</div>
<p class="p"><strong class="ph b">To switch between AI agents</strong></p>
<div class="p">
<ol class="ol" id="topic_t25_qvj_tdc__ol_chn_cwd_mgc">
<li class="li">In the <a class="xref" href="#topic_vtf_2vd_mgc">AI agents
workspace</a>, click the drop-down in the top-right corner. </li>
<li class="li">Select the AI agent you want to switch to.<p class="p"><img class="image" id="topic_t25_qvj_tdc__image_d1g_lwd_mgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_switch_between_ai_agents_unified.png" width="300"></p>
<p class="p">This list includes only
AI agents with a status of Active or Ready to activate (as seen on the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9748041653658" target="_blank">dashboard</a>) and AI agents that
you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756929562" target="_blank">permission to access</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vtk_2w1_2jc">
<h2 class="title topictitle2" id="ariaid-title5">Accessing help and resources</h2>
<div class="body">
<p class="p">From within the AI agents workspace, you can quickly access help and resources. </p>
<p class="p"><strong class="ph b">To access help and resources</strong></p>
<div class="p">
<ol class="ol" id="topic_vtk_2w1_2jc__ol_f13_qx1_2jc">
<li class="li">In the <a class="xref" href="#topic_vtf_2vd_mgc">AI agents
workspace</a>, click the help icon (<img class="image" id="topic_vtk_2w1_2jc__image_sxx_ly1_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_help_icon.png">) in the top-right corner. </li>
<li class="li">Select one of the following resources: <ul class="ul" id="topic_vtk_2w1_2jc__ol_jgc_tx1_2jc">
<li class="li">
<strong class="ph b">Visit our knowledge base</strong>: Opens the <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/8264226564378" target="_blank">Using AI agents</a> section of
the help center, where you can browse all available articles. </li>
<li class="li">
<strong class="ph b">What’s new</strong>: Opens the <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298877338" target="_blank">What’s new in Zendesk</a>
category of the help center, where you can read monthly roundups of
the latest feature releases. </li>
<li class="li">
<strong class="ph b">Status page</strong>: Opens the <a class="xref" href="https://status.ultimate.ai/" target="_blank">status page</a>, where you can see the
status of the systems powering the AI agents workspace. </li>
<li class="li">
<strong class="ph b">Chat with us</strong>: Opens the widget, where you can ask a question
or raise a support issue with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk customer
support</a>.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
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