Managing AI agents connected to messaging channels


After youcreate an AI agent for messaging, you can manage settings that affect how it behaves on messaging channels.


What's my plan?






All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









Support

Team, Professional, or Enterprise







After you create an AI agent for messaging, you can
manage settings that affect how it behaves on messaging channels.


Note: For customers who bought AI agents - Advanced before March
10, 2026, you must have selected a channel type of messaging when you created your AI agent.

This article contains the following topics:

Viewing all AI agents in a messaging group
Managing messaging channel settings for an AI agent

Related article:

Setting an AI agent as the default responder for
a messaging channel



Viewing all AI agents in a messaging group

You can see which AI agents are included in your messaging group.
To view all AI agents in a messaging group

In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Select the AI agents in this group tab. The table shows you which AI
agents are part of the group. From here, you can open a specific AI agent to
view its settings.






Managing messaging channel settings for an AI agent

You can manage settings that affect how an AI agent behaves on messaging channels,
including:

The Support group that an AI agent transfers a ticket to when it’s escalated to
a human agent.
The avatar the AI agent uses in conversations with a customer.
Whether the AI agent’s messages can use HTML and Markdown formatting.

Configuring these settings affects only the individual AI agent, not the whole
messaging group it belongs to.


Note: To manage which channels an AI agent is connected to,
see Setting an AI agent as the default responder
for a messaging channel.

To manage messaging channel settings for an AI agent


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Click Messaging settings. The AI agent settings panel
opens.


In Transfer group, select the agent group in Support that the AI
agent should send escalated tickets to.
In Avatar URL, enter the URL of an image to be used as the AI agent’s
avatar within a conversation. The avatar must be a JPG, PNG, or GIF
format.

(Optional) Deselect Activate rich messaging if you don’t want HTML
and Markdown formatting to apply in AI agent message blocks in the dialogue
builder. For more information, see About rich-text formatting in
messaging conversations.

Click Save.




{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10050437105946",
"url": "https://support.zendesk.com/hc/en-us/articles/10050437105946",
"headline": "Managing AI agents connected to messaging channels",
"description": "You can manage settings for AI agents connected to messaging channels, including viewing agents in a group and configuring their behavior such as transfer groups, avatars, and message formatting options.",
"articleSection": "Configuring messaging channels for advanced AI agents",
"datePublished": "2025-12-11T17:35:37+00:00",
"dateModified": "2026-05-12T13:54:46.219992+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10050437105946"
},
"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"
}
}
