Using parameters in AI agents

Parameters are pieces of information you can collect and use to tailor your AI agent workflows. Specifically, you can leverage parameters inconditional blocks,segments, andAPI integrations.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise










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.

Parameters are pieces of information you can collect and use to tailor your AI agent
workflows. Specifically, you can leverage parameters in conditional blocks, segments, and API integrations.
This article contains the following topics:

Available parameters
Available operators



Available parameters

Parameters can come from three sources:

CRM platform parameters
Session data parameters
Backend integration parameters



CRM platform parameters

CRM platforms typically store customer information such as name and email
address. This information can be fetched from your CRM platform and saved to use
in conditional blocks.
To fetch information from your CRM platform, add an action associated with the
“Conversation started” event to collect the data from your
CRM when a conversation begins. The information will be collected for every new
conversation and applied to all dialogues within your AI agent.



Session data parameters

Session data refers to information customers provide during a messaging session
with the AI agent. Add a block-level action to a dialogue
flow to fetch session data and save it as a parameter value.
These session parameters are collected by default:









Parameter
Use case example




{{lastDetectedLanguage}}
Provide the unsupported language system reply in the
user’s language.


{{active_language}}
Create language-specific replies.
You must use the
language’s ID, not its name, as the parameter value. You
can find the ID by going to Settings > AI
agent settings > Languages and selecting
a language.



{{chatTranscript}}
Attach the conversation transcript to a ticket for
escalation via email.


{{lastVisitorMessage}}
Repeat the customer’s words, often in a default reply,
such as: “I’m afraid I don’t know anything about
{{lastVisitorMessage}} yet.”


{{integrationId}}
Route incoming messages to relevant AI agents with
routing rules based on the source
(integrationId) of the incoming
message.

View full size





{{confidence_score}}
Base the reply on the intent recognition confidence
threshold. Confidence_score is rounded up
or down to whole numbers (integers).

View full size





{{lastResolution}}
Set a different dialogue flow based on the last custom
resolution state: Undefined,
Informed, Resolved,
Not Resolved, Escalated To
Agent, or Escalated via Email,
and send to your CRM as a tag upon escalation.





When creating your own session parameters with an action, don’t use the same name
as one of these system parameters. It will cause an error and the data won't be
retrieved.
Entities are also considered session
data parameters. The name of the entity is the name of the parameter. Any
information captured via entities is stored as session data until two hours
after conversation inactivity.



Backend integration parameters

The AI agent can also fetch information from a custom API integration to create
personalized dialogue flows.




Available operators

The table below lists the available operators, which each fall into one of the
following types:

String: Word

Boolean: True or false

Array/list: Comma-separated list

Integer: Whole number

Float: Decimal number














Operator
Use for
Example
Expected parameter type
Condition value type




is / Is not
Single values

country
is
Germany

string
string


Is (boolean)
True or false statements

loggedIn
Is
True

boolean
boolean


Is (number)
Single values
timeout is 30
integer
integer


Is in / Is not in
An OR condition with multiple values separated by a comma

country
In
Germany, Japan, Finland

string
array



Array includes item / Array does not include
item

Checking for a particular value within a list of values
stored as an array in the session

tags_Array
Array
Includes item
VIP

array
string


Text includes / Text does not
include
Checking for a substring, like a country code in a URL, based
on text-based data in the session

URL text
Includes
fr

string
string


Is present / Is not present
Checking if a parameter is present in the session, without a
specific value

email
Exists
country: '' , null, or
completely undefined

any
N/A


Starts with / Does not start with
Single string values

country
Starts with
united

string
string



Greater than

Greater than or equal

Less than

Less than or equal

All number types (integers and floats), with content
recognition and actions, including whether the value
Exceeds a set value
Exceeds or is equal to a set value
Is less than a set value
Is less than or equal to a set value



Number
Greater than or equal
9

integer or float
integer or float







{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9522180655386",
"url": "https://support.zendesk.com/hc/en-us/articles/9522180655386",
"headline": "Using parameters in AI agents",
"description": "You can use parameters from CRM platforms, session data, and backend integrations to customize AI agent workflows with conditional logic and API integrations based on various data types and operators.",
"articleSection": "Customizing AI agents",
"datePublished": "2025-07-24T17:56:44+00:00",
"dateModified": "2026-05-12T17:49:13.759079+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9522180655386"