Converting an AI agent from expression-based to zero-training (Legacy)

If you’ve already created an AI agent that usesexpressions, you can quickly convert it to azero-training AI agentthat usesuse cases.


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The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.


This article applies only to expression-based
AI agents, which is functionality that moved into legacy status in December 2024. For
more information, see About AI agents.
If you’ve already created an AI agent that uses expressions, you can quickly convert it to a zero-training AI agent that uses use cases.
Converting an existing AI agent lets you take advantage of the benefits of use cases
without losing access to the AI agent’s historical data, which is useful for reporting
purposes.
This process requires no downtime for the AI agent.
Watch the video below for a walkthrough of the process, or keep reading for step-by-step
instructions.


Migrating expression-based AI agents to zero-training AI agents (4:36)
To convert an AI agent from expression-based to zero-training


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select General.
Under Generative AI, select Turn on zero-shot interface.
Important: Do not select Use zero-shot AI
model yet. While you proceed with the conversion process, the AI
agent should continue to handle customer queries based on its trained
expressions.

Click Save.
In the left sidebar, select Content > Use cases.
For each intent:
Click Convert.

In the Convert to use case window, review the automatically
populated suggestions for the Name and Customer request
reason fields.
These suggestions are
AI-generated based on the content of the original intent. If not enough
information was included in the original intent, a suggestion won’t be
populated and you’ll see the message AI wasn’t able to generate a
suggestion due to missing data.

(Optional) Edit any of the fields as needed. For more information, see
Creating use cases for AI agents
to identify what customers are asking about.

Click Convert.


After you’ve converted all intents into use cases, in the left sidebar, select
Settings > General.
Under Generative AI, select Use zero-shot AI model. This setting
transitions the AI agent from using expressions to use cases. However, all
your expressions are still stored in the background, meaning you won’t lose
that content and can still revert back from use cases to expressions, if
necessary.

Click Save.

Test your AI agent to make sure it’s
still performing as you expect. If anything seems off, you can deselect the
Use zero-shot AI model setting to revert back to expressions.
Update your use case names and descriptions to improve the performance of
the AI agent as needed, then reselect the Use zero-shot AI model
setting.




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