Customizing an AI agent’s opening and closing lines in email responses

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<p id="docs-hc-snippet" style="display: none;">You can customize opening and closing lines for your AI agent's email responses. The customized text is sent exactly as written. It isn't generated, translated, or modified by the AI agent, and it isn't affected by the AI agent'sinstructionsor otherpersonalization settings, including tone of voice or pronoun formality.</p>
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<div class="note attention" id="uni_email_opening_closing__note_egv_qjv_3kc">
<span class="attentiontitle"></span> This article applies only to email AI agents
with agentic AI.</div>
<p class="p">You can customize opening and closing lines for your AI agent's email responses. The
customized text is sent exactly as written. It isn't generated, translated, or modified
by the AI agent, and it isn't affected by the AI agent's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749291290" target="_blank">instructions</a> or other <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658" target="_blank">personalization settings</a>, including tone of voice or pronoun
formality. </p>
<p class="p">If you don’t customize specific opening and closing lines, the AI agent uses AI-generated
text for its openings and closings. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="uni_email_opening_closing__ul_bj4_tjv_3kc">
<li class="li"><a class="xref" href="#topic_stt_tjv_3kc">Customizing an AI agent’s opening and closing lines</a></li>
<li class="li"><a class="xref" href="#topic_wzl_5jv_3kc">Using AI-generated opening and closing lines</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_stt_tjv_3kc">
<h2 class="title topictitle2" id="ariaid-title2">Customizing an AI agent’s opening and closing lines</h2>
<div class="body">
<p class="p">You can customize the opening and closing lines of email responses by creating
templates for each language you support. </p>
<p class="p">Keep the following limitations in mind: </p>
<ul class="ul" id="topic_stt_tjv_3kc__ul_cbr_zjv_3kc">
<li class="li">The email footer remains static and can't be edited. </li>
<li class="li">Templates aren't translated automatically. You provide your own version of each
template for every language you support. </li>
<li class="li">Templates are fixed strings. The AI agent doesn't adjust their grammar, so
languages with gender- or case-sensitive forms (such as the vocative case in
Polish) may need wording that avoids inflected names. </li>
</ul>
<p class="p"><strong class="ph b">To customize an AI agent's email opening and closing lines</strong></p>
<div class="p">
<ol class="ol" id="topic_stt_tjv_3kc__ol_sxf_zjv_3kc">
<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_stt_tjv_3kc__d8e273" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Email content</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage languages</strong> in the upper-right to select one of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">supported languages you’ve added</a>. </li>
<li class="li">Click <strong class="ph b">Opening line</strong> and enter the text the AI agent should use at the
beginning of each email response.<p class="p"><img class="image" id="topic_stt_tjv_3kc__image_q15_wlv_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_email_content_customizing.png" width="600"></p>
<p class="p">Optionally, you can
personalize the text with the customer’s name. Place the cursor where
you want to insert the name, type a forward slash (/), and select one of
the following options:</p>
<div class="p">
<ul class="ul" id="topic_stt_tjv_3kc__ul_e3h_tkv_3kc">
<li class="li">customerFirstName</li>
<li class="li">customerLastName </li>
<li class="li">customerFullName<p class="p"><img class="image" id="topic_stt_tjv_3kc__image_ltr_xlv_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_email_content_customer_name.png" width="350"></p>
</li>
</ul>
<div class="note" id="topic_stt_tjv_3kc__note_u4h_skv_3kc">
<span class="notetitle">Note:</span> If your AI agent was created before July 30,
2026, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9985221852954#topic_x1n_clv_3kc" target="_blank">Populating the customer name
variables</a> for an additional step required to use the
customer name variables listed above. </div>
</div>
Alternatively, leave the field empty to use an AI-generated opening
line. </li>
<li class="li">Click <strong class="ph b">Closing line</strong> and enter the text the AI agent should use at the
end of each email response. <p class="p">Optionally, you can personalize the text with
the customer’s name, as described above.</p>
Alternatively, leave the
field empty to use an AI-generated opening line. </li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
<li class="li">In the Languages panel, click the options menu (<img class="image" id="topic_stt_tjv_3kc__image_tfj_wkv_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) for the language you’re customizing and select
<strong class="ph b">Enable</strong>.<p class="p"><img class="image" id="topic_stt_tjv_3kc__image_f3n_ylv_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_email_content_enable.png" width="350"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wzl_5jv_3kc">
<h2 class="title topictitle2" id="ariaid-title3">Using AI-generated opening and closing lines</h2>
<div class="body">
<p class="p">You can configure your AI agent to use AI-generated opening and closing lines,
instead of specifically customized ones. </p>
<p class="p">You can do this by leaving the fields blank when you customize the opening and
closing lines, or by disabling opening and closing line customizations for a
language altogether. </p>
<p class="p">You can disable customizations for a language only if you’ve previously enabled them. </p>
<p class="p"><strong class="ph b">To disable opening and closing customizations</strong></p>
<div class="p">
<ol class="ol" id="topic_wzl_5jv_3kc__ol_bt2_klv_3kc">
<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_wzl_5jv_3kc__d8e273" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Email content</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage languages</strong> in the upper-right to select one of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">supported languages you’ve added</a>. </li>
<li class="li">Click the options menu (<img class="image" id="topic_wzl_5jv_3kc__image_j5b_4lv_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) for the language you want to disable opening
and closing customizations for, then select <strong class="ph b">Disable</strong>.<p class="p"><img class="image" id="topic_wzl_5jv_3kc__image_uvg_zlv_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_email_content_disable.png" width="350"></p>
</li>
</ol>
</div>
</div>
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