Managing generative procedures for AI agents

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<p id="docs-hc-snippet" style="display: none;">Generative proceduresare flexible conversation flows that useagentic AIto guide an AI agent's responses and actions during a conversation with a customer. After youcreate a generative procedure, you can manage it at any time.</p>
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<div class="note attention" id="adv_procedures_managing__note_e4y_nnr_2jc">
<span class="attentiontitle"></span> <span class="ph">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a> for details.</span>
</div>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418" target="_blank">Generative procedures</a> are flexible conversation flows that
use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">agentic AI</a> to guide an AI agent's responses
and actions during a conversation with a customer. After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">create a generative procedure</a>, you can manage it at any
time.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_procedures_managing__ul_p4q_ls2_52c">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Editing generative procedures</a></li>
<li class="li"><a class="xref" href="#topic_unp_tf3_cfc">Testing generative procedures</a></li>
<li class="li"><a class="xref" href="#topic_b2h_5cc_tgc">Viewing and restoring previous versions of generative procedures</a></li>
<li class="li"><a class="xref" href="#topic_vp5_dnq_4hc">Adding a note to a generative procedure version</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="adv_procedures_managing__ul_tcs_gs2_wfc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9424547622298" target="_blank">Best practices for creating generative procedures
for AI agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9424547984026" target="_blank">Examples of generative procedures for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qcm_tcc_tgc">
<h2 class="title topictitle2" id="ariaid-title2">Editing generative procedures</h2>
<div class="body">
<p class="p">You can edit a generative procedure at any time. </p>
<p class="p"><strong class="ph b">To edit a procedure</strong></p>
<ol class="ol" id="topic_qcm_tcc_tgc__ol_pmx_fdc_tgc">
<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_qcm_tcc_tgc__d9e127" 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">Use cases</strong>.</span></li>
<li class="li">Click the use case you want to edit the procedure for. </li>
<li class="li">Under <strong class="ph b">Reply method</strong>, make sure the <strong class="ph b">Procedure</strong> tab is selected. </li>
<li class="li">Click <strong class="ph b">Edit procedure</strong>. </li>
<li class="li">Make adjustments to the procedure using the free-text field at the bottom and
click <strong class="ph b">Update procedure</strong>.<p class="p">The timestamp in the upper-right corner is
updated to show your username and how long ago you edited the
procedure.</p>
<p class="p"><img class="image" id="topic_qcm_tcc_tgc__image_jww_zhc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_timestamp.png" width="300"></p>
</li>
<li class="li">Review the AI-generated procedure map to ensure the logic the AI agent will
follow is appropriate.<p class="p"><img class="image" id="topic_qcm_tcc_tgc__image_wn3_j3c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_gen_procedure_map_example_updated.png" width="600"></p>
</li>
<li class="li">(Optional) Repeat the previous two steps until you’re satisfied with the
procedure map. </li>
<li class="li">If you want to make your edits live to customers, click <strong class="ph b">Publish
procedure</strong>.<p class="p">If you want to discard your edits, <a class="xref" href="#topic_b2h_5cc_tgc">restore a previous version of
the procedure</a>.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_unp_tf3_cfc">
<h2 class="title topictitle2" id="ariaid-title3">Testing generative procedures</h2>
<div class="body">
<p class="p">After you create or update a generative procedure, you can test it before making it
live for your AI agent.</p>
<p class="p">Testing a procedure always tests the most recently made changes. For example, if you
draft updates to a live procedure and test it before publishing the updates, the
draft is tested, not the published version. </p>
<div class="p">
<strong class="ph b">To test a generative procedure</strong><ol class="ol" id="topic_unp_tf3_cfc__ol_l4l_vcc_tgc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">In the top-right, click <strong class="ph b">Test procedure</strong>.<p class="p"><img class="image" id="topic_unp_tf3_cfc__image_wrf_4g3_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_test_procedure_button.png"></p>
</li>
<li class="li">In the Session parameters dialog, do one of the following: <ul class="ul" id="topic_unp_tf3_cfc__ol_ztq_1g3_cfc">
<li class="li">To test a conditional branch of the procedure, select a
<strong class="ph b">Parameter</strong> and enter a <strong class="ph b">Value</strong>, then click
<strong class="ph b">Test</strong>. </li>
<li class="li">To test the procedure as a whole, click <strong class="ph b">Test without
parameters</strong>. <div class="p">
<div class="note tip" id="topic_unp_tf3_cfc__note_qyw_4rj_cfc">
<span class="tiptitle">Tip:</span> To remember your
selection for next time, unselect <strong class="ph b">Ask me every
time</strong>.</div>
</div>
<p class="p"><img class="image" id="topic_unp_tf3_cfc__image_xms_lg3_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_session_parameters_dialog.png" width="600"></p>
</li>
</ul>
</li>
<li class="li">In the test widget that appears, test the procedure by sending messages to
the AI agent. </li>
</ol>
<div class="note tip" id="topic_unp_tf3_cfc__note_xqd_yf3_cfc">
<span class="tiptitle">Tip:</span> To view test conversation data, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c" target="_blank">filter the conversation logs</a> by
<strong class="ph b">Display only test conversations</strong>.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_b2h_5cc_tgc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing and restoring previous versions of generative procedures</h2>
<div class="body">
<p class="p">A version history is maintained for each procedure. This means you can quickly
restore a previous version of a procedure if a newer version includes changes you
don’t want to keep.</p>
<p class="p">You can view and restore a specific version of a procedure from the procedure builder
update log on the left, or from the version history panel on the right.</p>
<p class="p"><strong class="ph b">To view and restore a procedure from the update log</strong></p>
<div class="p">
<ol class="ol" id="topic_b2h_5cc_tgc__ol_rwn_l4m_3hc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">In the procedure builder update log on the left, click a version that you
want to view. <p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_r4b_s4m_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_procedures_update_log_versions.png" width="300"></p>
The selected version opens
in a read-only view. You can use the <strong class="ph b">View previous version</strong> and
<strong class="ph b">View next version</strong> icons (<img class="image" id="topic_b2h_5cc_tgc__image_pcx_w4m_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_view_previous_icon.png"><img class="image" id="topic_b2h_5cc_tgc__image_kgd_y4m_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_view_next_icon.png">) in the upper right to move through different
procedure versions. </li>
<li class="li">In the upper right, click <strong class="ph b">Restore procedure</strong>.<p class="p">Or, to return to the
current, editable procedure, click <strong class="ph b">Close</strong>.</p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To view and restore a procedure from the version history panel</strong></p>
<div class="p">
<ol class="ol" id="topic_b2h_5cc_tgc__ol_scn_43c_tgc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">In the upper-right corner, click the options menu (<img class="image" id="topic_b2h_5cc_tgc__image_j5t_53c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">View version history</strong>.<p class="p">The
Version history panel appears. Versions are grouped by day. A green
checkmark indicates the currently published version of the procedure.
</p>
<p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_h3l_tjc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_version_history.png" width="400"></p>
</li>
<li class="li">Click to expand the day that includes the version you want to revert back
to.<p class="p">Each version shows the timestamp and user who saved or published
it. Any <a class="xref" href="#topic_vp5_dnq_4hc">notes added</a>
for the version are shown as well.</p>
<p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_bbd_5jc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_version_history_expanded.png" width="400"></p>
</li>
<li class="li">To view a previous version of the procedure, click its entry in the Version
history panel.<div class="p">That version of the procedure opens in a read-only
state.<div class="note tip" id="topic_b2h_5cc_tgc__note_ix3_z3c_tgc">
<span class="tiptitle">Tip:</span> You can copy a direct
link by clicking the options menu for that version and selecting
<strong class="ph b">Copy link to version</strong>. This is helpful if you need to
share a specific version of the procedure with another user.
</div>
</div>
</li>
<li class="li">To restore the version, click <strong class="ph b">Restore procedure</strong> in the upper
right.<p class="p">Alternatively, click the options menu (<img class="image" id="topic_b2h_5cc_tgc__image_c5h_w3c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) for the version you want to restore and
select <strong class="ph b">Restore as draft</strong>.</p>
<p class="p">The version is restored as the
current draft, and the live AI agent is not affected. </p>
</li>
<li class="li">To make the restored version live to customers interacting with the AI
agent, click <strong class="ph b">Publish procedure</strong>.</li>
</ol>
</div>
<p class="p">At any point, you can return to the currently published version of the procedure for
comparison. </p>
<p class="p"><strong class="ph b">To return to the currently published version of the procedure</strong></p>
<ul class="ul" id="topic_b2h_5cc_tgc__ul_zw3_njc_tgc">
<li class="li">With the procedure open, click the options menu (<img class="image" id="topic_b2h_5cc_tgc__image_fr2_w3c_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">View published
procedure</strong>.<p class="p"><img class="image" id="topic_b2h_5cc_tgc__image_amn_qjc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_view_published.png" width="500"></p>
<p class="p">The current version of the
procedure appears.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vp5_dnq_4hc">
<h2 class="title topictitle2" id="ariaid-title5">Adding a note to a generative procedure version</h2>
<div class="body">
<p class="p">Each time you update a generative procedure, it creates a new version in the
procedure's version history. For each version, you can add a note to help you
remember the changes you made to that version.</p>
<p class="p"><strong class="ph b">To add a note to a generative procedure version</strong></p>
<div class="p">
<ol class="ol" id="topic_vp5_dnq_4hc__ol_gk3_3nq_4hc">
<li class="li"><a class="xref" href="#topic_qcm_tcc_tgc">Open a procedure for
editing.</a></li>
<li class="li">Make any necessary changes and click <strong class="ph b">Publish procedure</strong>.<p class="p">A
notification message appears in the lower-left corner.</p>
<p class="p"><img class="image" id="topic_vp5_dnq_4hc__image_hg1_jpq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_updated_notification.png"></p>
</li>
<li class="li">Click <strong class="ph b">Add note</strong> in the notification message.<p class="p">Alternatively, click
the options menu (<img class="image" id="topic_vp5_dnq_4hc__image_rk1_tnq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) in the upper-right corner and select
<strong class="ph b">View version history</strong>. Click the options menu for the version
you just updated and select <strong class="ph b">Add note</strong>.</p>
<p class="p">The Add note dialog
appears.</p>
<p class="p"><img class="image" id="topic_vp5_dnq_4hc__image_s3y_mpq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_add_note.png" width="500"></p>
</li>
<li class="li">Enter the text of your note and click <strong class="ph b">Save</strong>.<p class="p">The note is added
underneath the version in the Version history panel.</p>
<p class="p"><img class="image" id="topic_vp5_dnq_4hc__image_mgq_lpq_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_procedure_version_history_note_example.png" width="350"></p>
</li>
<li class="li">(Optional) To edit or delete a note, click the options menu and select
<strong class="ph b">Edit note</strong> or <strong class="ph b">Delete note</strong>.</li>
</ol>
</div>
</div>
</div>
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