Understanding everywhere you can use AI agents

<body>
<p id="docs-hc-snippet" style="display: none;">AI agent functionality is available in a number of Zendesk products and integrations. This article is a guide to all the ways you can use AI agents and similar functionality.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p" id="topic_sbv_1cm_ygb__note_owy_qnb_hbc">AI agent functionality is available in a number of Zendesk products and
integrations. This article is a guide to all the ways you can use AI agents and similar
functionality.</p>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic_sbv_1cm_ygb__ul_obl_hcm_ygb">
<li class="li"><a class="xref" href="#topic_ewc_cmf_j4b">AI agents on messaging and email channels</a></li>
<li class="li"><a class="xref" href="#id_ljw_zyb_kxb">AI agents for messaging in mobile SDKs</a></li>
<li class="li"><a class="xref" href="#topic_ahj_2cm_ygb">Answer Bot for Slack</a></li>
<li class="li"><a class="xref" href="#topic_e55_sxr_pzb">Answer Bot for Microsoft Teams</a></li>
<li class="li"><a class="xref" href="#topic_eyx_2cm_ygb">Article recommendations in Web Widget (Classic)</a></li>
<li class="li"><a class="xref" href="#topic_ftf_sfq_zgb">Answer Bot API</a></li>
</ul>
</div>
<p class="p">Related article:</p>
<ul class="ul" id="topic_sbv_1cm_ygb__ul_nkz_lbl_f2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834322842" target="_blank">AI agent resources</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ewc_cmf_j4b">
<h2 class="title topictitle2" id="ariaid-title2">AI agents on messaging and email channels</h2>
<div class="body">
<p class="p">You can create AI agents on messaging and email (including API and web form)
channels. These AI agents can cover all levels of automation, from quick,
self-service workflows to more complex workflows integrated with other
platforms.</p>
<p class="p"><strong class="ph b">More information:</strong></p>
<ul class="ul" id="topic_ewc_cmf_j4b__ul_npp_m1l_f2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">About AI agents</a></li>
<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>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="id_ljw_zyb_kxb">
<h2 class="title topictitle2" id="ariaid-title3">AI agents for messaging in mobile SDKs</h2>
<div class="body">
<p class="p">AI agents for messaging can be a part of your mobile support offering. Our mobile
SDKs make it easy to integrate into any mobile app, answering customer questions
in-context without them ever having to leave the app or disrupt their experience.
Users can mark the articles as "solving" their issues, or indicate they still need
help and want to escalate their issue to a Support ticket.</p>
<p class="p"><strong class="ph b">More information:</strong></p>
<ul class="ul" id="id_ljw_zyb_kxb__ul_ycb_2k4_bhb">
<li class="li"><a class="xref" href="https://developer.zendesk.com/documentation/classic-web-widget-sdks/unified-sdk/ios/getting-started/" target="_blank">Unified SDK for iOS</a></li>
<li class="li"><a class="xref" href="https://developer.zendesk.com/documentation/classic-web-widget-sdks/unified-sdk/android/getting_started/" target="_blank">Unified SDK for Android</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ahj_2cm_ygb">
<h2 class="title topictitle2" id="ariaid-title4">Answer Bot for Slack</h2>
<div class="body">
<p class="p">When enabled in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833756698" target="_blank">Slack for Zendesk Support integration</a>, the
AI agent can "listen in" on questions posed in any Slack channel configured to use
the Support integration and offer relevant article suggestions.:</p>
<p class="p"><img class="image img-screenshot" id="topic_ahj_2cm_ygb__image_vsb_hxw_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_answer_bot_convo_new.png" width="675"></p>
<p class="p"><strong class="ph b">More information:</strong></p>
<div class="p">
<ul class="ul" id="topic_ahj_2cm_ygb__ul_x3j_2tm_ygb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827411098" target="_blank">Using the Answer Bot for Slack integration</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_e55_sxr_pzb">
<h2 class="title topictitle2" id="ariaid-title5">Answer Bot for Microsoft Teams</h2>
<div class="body">
<p class="p">When enabled in the <a class="xref" href="https://zendeskforteams.com/user-guide" target="_blank">Zendesk integration for Microsoft Teams</a>, the AI agent
can provide article suggestions when a user asks a question as a new Teams
conversation.</p>
<p class="p"><img class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/answerbot_MSTeams.png" width="600"></p>
<p class="p"><strong class="ph b">More information:</strong></p>
<div class="p">
<ul class="ul" id="topic_e55_sxr_pzb__ul_kbc_lyr_pzb">
<li class="li"><a class="xref" href="https://zendeskforteams.com/user-guide#article-recommendations-from-AnswerBot" target="_blank">Zendesk for Microsoft Teams: Getting
article recommendations</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_eyx_2cm_ygb">
<h2 class="title topictitle2" id="ariaid-title6">Article recommendations in Web Widget (Classic)</h2>
<div class="body">
<p class="p">If you have the Web Widget (Classic) installed on your help center or website, your
customers can receive article suggestions whenever they need help across your site,
in a conversational way.</p>
<p class="p"><img class="image img-screenshot" id="topic_eyx_2cm_ygb__image_hcq_5x2_1hb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/answerbot_widget_ex.png" width="200"></p>
<p class="p"><strong class="ph b">More information:</strong></p>
<div class="p">
<ul class="ul" id="topic_eyx_2cm_ygb__ul_cxq_1y2_1hb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843471642" target="_blank">Enabling article recommendations in Web Widget
(Classic)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831077018" target="_blank">Using APIs to configure autoreplies in Web Widget
(Classic)</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ftf_sfq_zgb">
<h2 class="title topictitle2" id="ariaid-title7">Answer Bot API</h2>
<div class="body">
<p class="p">The Answer Bot API enables businesses to extend AI-powered self-service help to any channel.
Developers can build their own self-service automation experiences wherever they’d
like. When implemented correctly, users can quickly and easily mark their questions
as resolved or not resolved, giving you more data for reporting, and improving the
AI agent model over time.</p>
<p class="p">More information:</p>
<div class="p">
<ul class="ul" id="topic_ftf_sfq_zgb__ul_b2p_pg2_v3b">
<li class="li"><a class="xref" href="https://developer.zendesk.com/rest_api/docs/answer-bot-api/introduction" target="_blank">Answer Bot API</a></li>
</ul>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408821281818",
"url": "https://support.zendesk.com/hc/en-us/articles/4408821281818",
"headline": "Understanding everywhere you can use AI agents",
"description": "You can use AI agents across various messaging, email, mobile SDKs, and collaboration platforms to automate customer support workflows and provide article recommendations.",
"articleSection": "AI agent basics",
"datePublished": "2021-10-16T03:31:31+00:00",
"dateModified": "2026-05-12T12:54:22.454737+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408821281818"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>