Migrating AI agents from chat to messaging

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<p id="docs-hc-snippet" style="display: none;">Configuring chat channels for AI agents is no longer recommended. Instead, you should migrate your AI agents to work on messaging channels. This article walks you through the migration process.</p>
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<p class="p">Configuring chat channels for AI agents is no longer recommended. Instead, you should
migrate your AI agents to work on messaging channels. This article walks you through the
migration process. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_migrating_chat_messaging__ul_scn_wc5_33c">
<li class="li"><a class="xref" href="#topic_pm4_zc5_33c">Before you start</a></li>
<li class="li"><a class="xref" href="#topic_txz_1d5_33c">Step 1: Clone your AI agent</a></li>
<li class="li"><a class="xref" href="#topic_w5n_cd5_33c">Step 2: Update your AI agent’s configuration</a></li>
<li class="li"><a class="xref" href="#topic_cw2_3d5_33c">Step 3: Test your AI agent’s conversation flows</a></li>
<li class="li"><a class="xref" href="#topic_wt3_jd5_33c">Step 4: Finalize and launch your AI agent on messaging channels</a></li>
<li class="li"><a class="xref" href="#topic_jql_kd5_33c">Step 5: Monitor your AI agent’s performance</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pm4_zc5_33c">
<h2 class="title topictitle2" id="ariaid-title2">Before you start</h2>
<div class="body">
<p class="p">Before you start, keep the following requirements and considerations in mind.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_i54_4d5_33c">
<h3 class="title topictitle3" id="ariaid-title3">Requirements</h3>
<div class="body">
<p class="p">To successfully migrate an AI agent from chat to messaging, you’ll need: </p>
<ul class="ul" id="topic_i54_4d5_33c__ul_m5v_rd5_33c">
<li class="li">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_thq_lnf_dgc" target="_blank">client admin role</a> in the AI agents
workspace</li>
<li class="li">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150628316058" target="_blank">sandbox environment</a> with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103246874" target="_blank">Web Widget set up</a>
</li>
<li class="li">(Optional) Access to your website and/or app's source code <ul class="ul" id="topic_i54_4d5_33c__ul_zct_sd5_33c">
<li class="li">This is required only if you want to configure more complex
automation using actions than is available by default.</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_ish_qd5_33c">
<h3 class="title topictitle3" id="ariaid-title4">Considerations</h3>
<div class="body">
<p class="p">When migrating an AI agent from chat to messaging, you may wish to consider
creating multiple AI agents for different types of messaging channels. For
example, you might want to have one AI agent for web-based messaging and another
for social messaging (such as WhatsApp). </p>
<p class="p">The reason for this is that request types and communication styles differ
depending on the channel a customer reaches out on. In addition, which features
are supported depends on the messaging channel. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831648794" target="_blank">Getting started with social messaging</a>
for more information on the available channels.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_txz_1d5_33c">
<h2 class="title topictitle2" id="ariaid-title5">Step 1: Clone your AI agent</h2>
<div class="body">
<p class="p">To ensure there's no disruption in your customer service, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749415066#topic_mkr_hb3_23c" target="_blank">clone the AI agent</a> you want to migrate.
The original AI agent will stay active on your chat channels until you’ve completed
the steps below and are ready to launch your migrated AI agent on messaging channels
instead.</p>
<div class="p">
<div class="note" id="topic_txz_1d5_33c__note_jlw_td5_33c">
<span class="notetitle">Note:</span> Analytics and other historic data are <em class="ph i">not</em>
transferred from the original AI agent to the cloned AI agent. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_w5n_cd5_33c">
<h2 class="title topictitle2" id="ariaid-title6">Step 2: Update your AI agent’s configuration</h2>
<div class="body">
<p class="p">In the cloned AI agent, you should review and adjust the forms, actions, and
escalation strategy to ensure they work on messaging channels. </p>
<p class="p">This section contains the following topics: </p>
<ul class="ul" id="topic_w5n_cd5_33c__ul_ens_5d5_33c">
<li class="li"><a class="xref" href="#topic_brf_2d5_33c">Step 2.1 Recreating the pre-chat form</a></li>
<li class="li"><a class="xref" href="#topic_i3s_fd5_33c">Step 2.2: Reviewing and adjusting actions</a></li>
<li class="li"><a class="xref" href="#topic_al1_hd5_33c">Step 2.3: Re-evaluating your escalation strategy</a></li>
<li class="li"><a class="xref" href="#topic_y5j_xkw_33c">Step 2.4: Creating tickets for AI agent–handled requests</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_brf_2d5_33c">
<h3 class="title topictitle3" id="ariaid-title7">Step 2.1 Recreating the pre-chat form</h3>
<div class="body">
<p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882974234" target="_blank">pre-chat form</a> isn't available on
messaging channels. If you still want to collect information from the customer
before the AI agent conversation starts, you’ll need to recreate the form. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357720543514" target="_blank">Using and sanitizing forms in conversation
flows for AI agents</a>.</p>
<div class="p">
<div class="note tip" id="topic_brf_2d5_33c__note_hsy_vd5_33c">
<span class="tiptitle">Tip:</span> Customers are more likely to drop off if
asked to provide a lot of information immediately upon entering a
conversation. It’s recommended to design your conversation flows to allow
customers to ask their questions first, and use a form to collect user
information only if the conversation needs to be escalated. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_i3s_fd5_33c">
<h3 class="title topictitle3" id="ariaid-title8">Step 2.2: Reviewing and adjusting actions</h3>
<div class="body">
<p class="p">Not all actions that are available on chat channels are available on messaging
channels. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8566644914202" target="_blank">Review the actions you created</a> for
your AI agent and adjust them as needed. </p>
<p class="p">The following table summarizes the actions available on chat channels compared to
messaging channels. The <img class="image" id="topic_i3s_fd5_33c__image_x4q_rfw_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"> icon means an action isn’t available by default and
requires additional configuration. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_i3s_fd5_33c__table_phx_5g5_33c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Chat action</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Messaging action</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="#topic_amk_xg5_33c">Get customer info</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Get user</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="#topic_pdg_1h5_33c">Update customer info</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Update user</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="#topic_e1p_bh5_33c">Get tag</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_i3s_fd5_33c__image_pzk_sfw_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="#topic_cgk_ch5_33c">Add tag</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Add user tag</p>
<p class="p" dir="ltr">Add conversation tag</p>
<p class="p" dir="ltr">Overwrite user tag</p>
<p class="p" dir="ltr">Overwrite conversation tag</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="#topic_l5r_dh5_33c">Trigger reply</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Trigger reply</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="#topic_m14_2h5_33c">Leave channel</a></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_i3s_fd5_33c__image_d14_sfw_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">For more information on the actions available for messaging, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357734565402" target="_blank">Available CRM actions for AI agents and
Sunshine Conversations</a>. </p>
<p class="p">If there’s information you want to continue using that’s not available by
default, you’ll need to customize the Web Widget snippet to capture it. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5658339908378" target="_blank">Using messaging metadata with the Zendesk Web
Widget and SDKs</a>. </p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_amk_xg5_33c">
<h4 class="title topictitle4" id="ariaid-title9">Get customer info</h4>
<div class="body">
<p class="p">This action allows you to retrieve visitor information on Zendesk. This
information can then be saved to personalize your messages or create reply
variations. </p>
<p class="p">The table below compares the specific customer info that can be retrieved and
used in dialogues in chat and messaging. The <img class="image" id="topic_amk_xg5_33c__image_sk1_1gw_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"> icon means an action isn’t available by default
and requires additional configuration. The <img class="image" id="topic_amk_xg5_33c__image_kxw_qhw_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"> icon means the information can be defined in
your Web Widget code. For help, see the following articles:</p>
<ul class="ul" id="topic_amk_xg5_33c__ul_err_1jw_33c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5658339908378" target="_blank">Using messaging metadata with the
Zendesk Web Widget and SDKs</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">Setting up user authentication for
messaging</a></li>
<li class="li"><a class="xref" href="https://developer.zendesk.com/documentation/conversations/messaging-platform/users/authenticating-users-help-center/#custom-web-widget-initialization-behavior" target="_blank">Custom Web Widget initialization
behavior</a></li>
</ul>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_amk_xg5_33c__table_gp3_shw_33c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">
<strong class="ph b">Customer info</strong>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Chat “Get customer info” action
details</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Messaging “Get user” action
details</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Name</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_amk_xg5_33c__ul_hp3_shw_33c">
<li class="li" dir="ltr">
<p class="p">Display name (what users enter in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882974234-Enabling-the-pre-chat-form-on-the-Chat-widget" target="_blank">pre-chat
form</a>)</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_amk_xg5_33c__ul_ip3_shw_33c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Given name</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Surname</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Locale</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_amk_xg5_33c__ul_jp3_shw_33c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Current region</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Current country</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Current city</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_amk_xg5_33c__ul_kp3_shw_33c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Locale in <a class="xref" href="https://en.wikipedia.org/wiki/IETF_language_tag#List_of_major_primary_language_subtags" target="_blank">BCP 47</a>
format</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Email</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_pt5_b3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_l3g_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">External ID</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_dqv_b3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_ezg_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Phone</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_h3w_b3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_a5z_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Notes</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_d1x_b3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_f5y_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Status</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_ktx_b3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_oby_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Device</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_nmy_b3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_pfx_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tags</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_ffz_b3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_r2w_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Avatar URL</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_vb5_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_khd_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5658339908378" target="_blank">Metadata</a></td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_ez5_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_amk_xg5_33c__image_mb2_c3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested3" id="topic_pdg_1h5_33c">
<h4 class="title topictitle4" id="ariaid-title10">Update customer info</h4>
<div class="body">
<p class="p">This action allows the AI agent to fetch the information visitors offer
during a conversation and update it on the visitor's Zendesk ticket. </p>
<p class="p">The table below compares the specific customer info that can be retrieved and
used in dialogues in chat and messaging. The <img class="image" id="topic_pdg_1h5_33c__image_vg4_23w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"> icon means an action isn’t available by default
and requires additional configuration. The <img class="image" id="topic_pdg_1h5_33c__image_irv_23w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"> icon means the information can be defined in
your Web Widget code. For help, see the following articles:</p>
<ul class="ul" id="topic_pdg_1h5_33c__ul_src_fjw_33c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5658339908378" target="_blank">Using messaging metadata with the
Zendesk Web Widget and SDKs</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">Setting up user authentication for
messaging</a></li>
<li class="li"><a class="xref" href="https://developer.zendesk.com/documentation/conversations/messaging-platform/users/authenticating-users-help-center/#custom-web-widget-initialization-behavior" target="_blank">Custom Web Widget initialization
behavior</a></li>
</ul>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_pdg_1h5_33c__table_pwz_f3w_33c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">
<strong class="ph b">Customer info</strong>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Chat “Update customer info” action
details</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Messaging “Update user” action
details</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Name </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_pdg_1h5_33c__ul_qwz_f3w_33c">
<li class="li" dir="ltr">
<p class="p">Display name (what users enter in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882974234-Enabling-the-pre-chat-form-on-the-Chat-widget" target="_blank">pre-chat
form</a>)</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_pdg_1h5_33c__ul_rwz_f3w_33c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Given name</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Surname</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Locale</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_pdg_1h5_33c__ul_swz_f3w_33c">
<li class="li" dir="ltr">Ccurrent region</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Current country </p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Current city</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_pdg_1h5_33c__ul_twz_f3w_33c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Locale in <a class="xref" href="https://en.wikipedia.org/wiki/IETF_language_tag#List_of_major_primary_language_subtags" target="_blank">BCP 47</a>
format</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Email</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_jnl_s3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_ey3_v3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">External ID</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_r4m_s3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_d4j_v3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Phone</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_agn_s3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_knb_v3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Notes</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_bxn_s3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_wpc_v3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Status</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_ys4_s3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_mnd_v3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Device</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_zpb_s3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_rg2_v3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tags</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_cky_r3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Update Sunshine tag</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Avatar URL</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_vgw_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_xkd_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5658339908378" target="_blank">Metadata</a></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_inh_53w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_v1g_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Priority</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_lp3_53w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_crg_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Organization ID</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_qlj_53w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_vfh_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Group ID</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_v2k_53w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_hvh_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignee ID</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_ewk_53w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_j43_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Brand ID</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_c4l_53w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_x.png"></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><img class="image" id="topic_pdg_1h5_33c__image_chj_t3w_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_table_icon_check.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_e1p_bh5_33c">
<h4 class="title topictitle4" id="ariaid-title11">Get tag</h4>
<div class="body">
<p class="p">This action allows you to pull existing tags from chat into an AI agent. The
Get tag action doesn’t exist for messaging. </p>
<p class="p">However, you can add tags as part of the conversation metadata. The AI agent
can access these tags through the Get conversation action, where the
<em class="ph i">Field to retrieve</em> value is set to <em class="ph i">(Metadata)</em>. You then
need to add a code snippet to the Web Widget. The action requires a prefix
of <code class="ph codeph">"zen:ticket:tags":</code> to retrieve tags successfully. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5658339908378#topic_fxm_qh3_xxb" target="_blank">Setting conversation fields and
tags</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_cgk_ch5_33c">
<h4 class="title topictitle4" id="ariaid-title12">Add tag</h4>
<div class="body">
<p class="p">This action adds custom tags to a chat which can give you insights into your
tickets. </p>
<p class="p">On messaging, there are four tag-related actions: </p>
<ul class="ul" id="topic_cgk_ch5_33c__ul_rdp_mgw_33c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357734565402#h_01G7EHGR7P2Q3NRX65WGX817VJ" target="_blank">Add user tags</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357734565402#h_01JEBDARZB1AT5KMBRMMQPS5QB" target="_blank">Overwrite user tags</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357734565402#01HHY64VZ9WV1DMGS60HQ7XRCZ" target="_blank">Add conversation tags</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357734565402#01HHY64A7HYDBPY03AZ5P9GG41" target="_blank">Overwrite conversation
tags</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested3" id="topic_l5r_dh5_33c">
<h4 class="title topictitle4" id="ariaid-title13">Trigger reply</h4>
<div class="body">
<p class="p">This action stays the same. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_axm_d23_g3c" target="_blank">Triggering a reply when a conversation
starts or becomes inactive</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_m14_2h5_33c">
<h4 class="title topictitle4" id="ariaid-title14">Leave channel</h4>
<div class="body">
<p class="p">This action is used to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357720370330-Best-practices-of-actions-Zendesk-Chat#h_01FHAGEBFCFWDJNE6T3GBK6JZP" target="_blank">show the queue position to
customers</a> for chat and isn't available for messaging. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_al1_hd5_33c">
<h3 class="title topictitle3" id="ariaid-title15">Step 2.3: Re-evaluating your escalation strategy</h3>
<div class="body">
<p class="p">Migrating from chat to messaging presents an opportunity to re-evaluate your
escalation strategy. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756604186" target="_blank">About escalation strategies and flows for AI
agents</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_y5j_xkw_33c">
<h3 class="title topictitle3" id="ariaid-title16">Step 2.4: Creating tickets for AI agent–handled requests</h3>
<div class="body">
<p class="p">With chat, you could <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357772371482" target="_blank">automatically create a ticket in
Support</a> when a chat ended and attach the transcript. To create the
same result in messaging, it’s recommended to use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent ticket feature</a>, which
automatically creates tickets for messaging conversations that were handled
entirely by your AI agent.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested1" id="topic_cw2_3d5_33c">
<h2 class="title topictitle2" id="ariaid-title17">Step 3: Test your AI agent’s conversation flows</h2>
<div class="body">
<p class="p">After you’ve updated your AI agent’s configuration, the next step is testing. Before
going live, perform thorough testing to ensure all conversation flows work as
intended. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758879130" target="_blank">Testing conversation flows in AI agents</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested1" id="topic_wt3_jd5_33c">
<h2 class="title topictitle2" id="ariaid-title18">Step 4: Finalize and launch your AI agent on messaging channels</h2>
<div class="body">
<p class="p">Finalizing and launching your AI agent consists of the following tasks: </p>
<div class="p">
<ol class="ol" id="topic_wt3_jd5_33c__ol_bjv_hh5_33c">
<li class="li">If you cloned your AI agent to a sandbox environment and made any updates to
the sandbox Web Widget code, make sure to update the production Web Widget
code to match, including any metadata, user authentication, or tags. </li>
<li class="li">Update the IDs of any build items to make sure they point to your production
subdomain, not your sandbox domain. You’ll need to do this for: <ul class="ul" id="topic_wt3_jd5_33c__ol_jhk_3h5_33c">
<li class="li">
<strong class="ph b">Actions</strong>: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8566644914202#topic_npt_qpl_rgc" target="_blank">Editing an action</a>. </li>
<li class="li">
<strong class="ph b">Transfer groups</strong>: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10050437105946#topic_yf3_1gk_jhc" target="_blank">Managing messaging channel
settings for an AI agent</a>. </li>
<li class="li">
<strong class="ph b">Forms</strong>: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357720543514" target="_blank">Using and sanitizing forms in
conversation flows for AI agents</a>. </li>
</ul>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834" target="_blank">Set your AI agent as the default
responder</a> on the messaging channels of your choice. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested1" id="topic_jql_kd5_33c">
<h2 class="title topictitle2" id="ariaid-title19">Step 5: Monitor your AI agent’s performance</h2>
<div class="body">
<p class="p">The final and ongoing step is to monitor your AI agent to ensure everything is
working as intended. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">Analyzing AI agent performance with the reporting
dashboard</a>.</p>
</div>
</div>
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