Accessing and viewing general settings for AI agents

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<p id="docs-hc-snippet" style="display: none;">This article explains how to view and configure general settings for an AI agent.User roledetermines which settings a user has access to. Client admins can access all settings.</p>
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<p class="p">This article explains how to view and configure general settings for an AI agent. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_thq_lnf_dgc" target="_blank">User role</a> determines which settings a user has access
to. Client admins can access all settings.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_myj_g1l_42c__ul_szs_1nd_y3c">
<li class="li"><a class="xref" href="#topic_jb3_qbl_42c">Accessing the general settings for an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_ygm_pbl_42c">About AI agent details</a></li>
<li class="li"><a class="xref" href="#topic_mpv_sj4_lfc">About generative AI settings</a></li>
<li class="li"><a class="xref" href="#topic_hsz_vmd_y3c">About token settings</a></li>
<li class="li"><a class="xref" href="#topic_b4r_wmd_y3c">About webhook settings</a></li>
<li class="li"><a class="xref" href="#topic_urm_mnd_y3c">About email automation settings</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jb3_qbl_42c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the general settings for an AI agent</h2>
<div class="body">
<p class="p">You can access general settings for an AI agent from the Settings page.</p>
<p class="p"><strong class="ph b">To access general settings for an AI agent</strong>
</p>
<div class="p">
<ol class="ol" id="topic_jb3_qbl_42c__ol_b3b_hbl_42c">
<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_jb3_qbl_42c__image_fkk_rxf_y3c" 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">General</strong>.</span><p class="p">From here, you can view and update the following types of general
settings:</p>
<ul class="ul" id="topic_jb3_qbl_42c__ul_dhm_xmd_y3c">
<li class="li"><a class="xref" href="#topic_ygm_pbl_42c">AI agent details</a></li>
<li class="li"><a class="xref" href="#topic_mpv_sj4_lfc">Generative AI</a></li>
<li class="li"><a class="xref" href="#topic_hsz_vmd_y3c">Tokens</a></li>
<li class="li"><a class="xref" href="#topic_b4r_wmd_y3c">Webhook</a></li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ygm_pbl_42c">
<h2 class="title topictitle2" id="ariaid-title3">About AI agent details</h2>
<div class="body">
<p class="p">The AI agent details section allows you to control the following for AI agents:</p>
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ygm_pbl_42c__table_u1t_m2l_42c" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
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<thead class="thead" style="text-align:left;">
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<th class="entry cellrowborder" id="d90e162" style="text-align:left;vertical-align:top;">Setting</th>
<th class="entry cellrowborder" id="d90e165" style="text-align:left;vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e162" style="text-align:left;vertical-align:top;">AI agent name</td>
<td class="entry cellrowborder" headers="d90e165" style="text-align:left;vertical-align:top;">Name that appears in the AI agent selection drop-down field.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e162" style="text-align:left;vertical-align:top;">Display name</td>
<td class="entry cellrowborder" headers="d90e165" style="text-align:left;vertical-align:top;">Name that appears in the messaging widget. For messaging AI agents
only.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e162" style="text-align:left;vertical-align:top;">Channel</td>
<td class="entry cellrowborder" headers="d90e165" style="text-align:left;vertical-align:top;">Whether the AI agent is for messaging or email.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e162" style="text-align:left;vertical-align:top;">Industry</td>
<td class="entry cellrowborder" headers="d90e165" style="text-align:left;vertical-align:top;">Industry applicable to your business. Selection impacts benchmark and
industry-related settings.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e162" style="text-align:left;vertical-align:top;">Reply delay (minutes)<p class="p"><em class="ph i">Email AI agents only</em></p>
</td>
<td class="entry cellrowborder" headers="d90e165" style="text-align:left;vertical-align:top;">Amount of time to delay email replies. Recipients are more likely to open a
response that doesn’t arrive immediately after the original email. It does not
apply to test conversations. It’s recommended to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357772433562" target="_blank">hide pending replies</a> so they’re not mistaken for open
tickets. For email AI agents only.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mpv_sj4_lfc">
<h2 class="title topictitle2" id="ariaid-title4">About generative AI settings</h2>
<div class="body">
<p class="p">Within the general settings, the Generative AI section indicates the type of AI agent you
have: zero-training or agentic AI. </p>
<img class="image" id="topic_mpv_sj4_lfc__image_um1_cc2_mfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_general_settings_generative_ai_checkboxes.png" width="600">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mpv_sj4_lfc__table_spg_tp4_lfc" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e254" style="text-align:left;vertical-align:top;">Setting</th>
<th class="entry cellrowborder" id="d90e257" style="text-align:left;vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e254" style="text-align:left;vertical-align:top;">Activate LLM</td>
<td class="entry cellrowborder" headers="d90e257" style="text-align:left;vertical-align:top;">Makes generative AI responses available to the AI agent and indicates agreement
with terms of service. AI agents created after March 4, 2025 cannot opt out of this
selection. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e254" style="text-align:left;vertical-align:top;">Activate zero-training interface</td>
<td class="entry cellrowborder" headers="d90e257" style="text-align:left;vertical-align:top;">Allows the AI agent to use zero-training. AI agents created after March 4, 2025
cannot opt out of this selection.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e254" style="text-align:left;vertical-align:top;">Use zero-training AI model</td>
<td class="entry cellrowborder" headers="d90e257" style="text-align:left;vertical-align:top;">Switches the AI agent from using expressions to use cases. AI agents created
after March 4, 2025 cannot opt out of this selection.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e254" style="text-align:left;vertical-align:top;">Turn on agentic AI</td>
<td class="entry cellrowborder" headers="d90e257" style="text-align:left;vertical-align:top;">Allows the AI agent to use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">agentic AI</a>. This overrides the zero-training settings. AI
agents created after April 20, 2026 cannot opt out of this selection.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hsz_vmd_y3c">
<h2 class="title topictitle2" id="ariaid-title5">About token settings</h2>
<div class="body">
<p class="p">Tokens provide unique access for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442" target="_blank">API integrations</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758272154" target="_blank">CRM integrations</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_b4r_wmd_y3c">
<h2 class="title topictitle2" id="ariaid-title6">About webhook settings</h2>
<div class="body">
<p class="p">Webhooks can be used to track AI agent performance. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357764521626" target="_blank">Setting up real-time alert webhooks for AI agents</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_urm_mnd_y3c">
<h2 class="title topictitle2" id="ariaid-title7">About email automation settings</h2>
<div class="body">
<p class="p">Email automation settings allow you to configure how many use cases an AI agent can
complete during an email conversation with a customer before the automation ends. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756604186#topic_gmk_hwr_mhc" target="_blank">Configuring the automation threshold for email AI
agents</a>.</p>
</div>
</div>
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