Managing AI agents connected to messaging channels

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<p id="docs-hc-snippet" style="display: none;">After youcreate an AI agent for messaging, you can manage settings that affect how it behaves on messaging channels.</p>
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<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034#topic_d31_b1c_2jc" target="_blank">create an AI agent for messaging</a>, you can
manage settings that affect how it behaves on messaging channels.</p>
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<div class="note" id="messaging_managing__note_rjb_2tp_2jc">
<span class="notetitle">Note:</span> For customers who bought AI agents - Advanced before March
10, 2026, you must have selected a channel type of messaging when you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749415066" target="_blank">created your AI agent</a>.</div>
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<p class="p">This article contains the following topics:</p>
<ul class="ul" id="messaging_managing__ul_hqv_3cb_g3c">
<li class="li"><a class="xref" href="#topic_vxf_hcb_g3c">Viewing all AI agents in a messaging group</a></li>
<li class="li"><a class="xref" href="#topic_yf3_1gk_jhc">Managing messaging channel settings for an AI agent</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="messaging_managing__ul_fd4_gfb_g3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834" target="_blank">Setting an AI agent as the default responder for
a messaging channel</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vxf_hcb_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Viewing all AI agents in a messaging group</h2>
<div class="body">
<p class="p">You can see which AI agents are included in your messaging group.</p>
<p class="p"><strong class="ph b">To view all AI agents in a messaging group</strong></p>
<ol class="ol" id="topic_vxf_hcb_g3c__ol_wxf_hcb_g3c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_vxf_hcb_g3c__d9e356" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">CRM integration</strong>.</span></li>
<li class="li">Select the <strong class="ph b">AI agents in this group</strong> tab.<p class="p">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.</p>
<p class="p"><img class="image" id="topic_vxf_hcb_g3c__image_xxf_hcb_g3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_messaging_connect_ai_agents_in_group.png" width="400"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yf3_1gk_jhc">
<h2 class="title topictitle2" id="ariaid-title3">Managing messaging channel settings for an AI agent</h2>
<div class="body">
<p class="p">You can manage settings that affect how an AI agent behaves on messaging channels,
including: </p>
<ul class="ul" id="topic_yf3_1gk_jhc__ul_qym_3gk_jhc">
<li class="li">The Support group that an AI agent transfers a ticket to when it’s escalated to
a human agent. </li>
<li class="li">The avatar the AI agent uses in conversations with a customer. </li>
<li class="li">Whether the AI agent’s messages can use HTML and Markdown formatting. </li>
</ul>
<p class="p">Configuring these settings affects only the individual AI agent, not the whole
messaging group it belongs to.</p>
<div class="p">
<div class="note" id="topic_yf3_1gk_jhc__note_khb_3kb_g3c">
<span class="notetitle">Note:</span> To manage which channels an AI agent is connected to,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834" target="_blank">Setting an AI agent as the default responder
for a messaging channel</a>.</div>
</div>
<p class="p"><strong class="ph b">To manage messaging channel settings for an AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_yf3_1gk_jhc__ol_mm2_dgk_jhc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_yf3_1gk_jhc__d9e356" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">CRM integration</strong>.</span></li>
<li class="li">Click <strong class="ph b">Messaging settings</strong>.<p class="p">The AI agent settings panel
opens.</p>
<p class="p"><img class="image" id="topic_yf3_1gk_jhc__image_rnq_pgk_jhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_messaging_connect_settings.png" width="400"></p>
</li>
<li class="li">In <strong class="ph b">Transfer group</strong>, select the agent group in Support that the AI
agent should send escalated tickets to. </li>
<li class="li">In <strong class="ph b">Avatar URL</strong>, enter the URL of an image to be used as the AI agent’s
avatar within a conversation.<p class="p">The avatar must be a JPG, PNG, or GIF
format.</p>
</li>
<li class="li">(Optional) Deselect <strong class="ph b">Activate rich messaging</strong> if you don’t want HTML
and Markdown formatting to apply in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_krz_vym_g2c" target="_blank">AI agent message blocks in the dialogue
builder</a>. <p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9017484189466" target="_blank">About rich-text formatting in
messaging conversations</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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