Managing use cases for AI agents

<body>
<p id="docs-hc-snippet" style="display: none;">Use casesare the mechanism by which AI agents understand what a customer is asking about and connect them with the rightgenerative procedureordialogue. After youcreate a use case, you can manage it from the Use cases page.</p>
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<div class="note attention" id="use_cases_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"><em class="ph i">Use cases</em> are the mechanism by which AI agents understand what a customer is
asking about and connect them with the right <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">generative procedure</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue</a>. After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">create a use case</a>, you can manage it from the Use cases
page. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="use_cases_managing__ul_k1v_jc4_s2c">
<li class="li"><a class="xref" href="#topic_pcz_qdk_mfc">Viewing all use cases</a></li>
<li class="li"><a class="xref" href="#topic_cyg_nhr_mdc">Categorizing a use case</a></li>
<li class="li"><a class="xref" href="#topic_ajq_d54_3hc">Copying a use case to another AI agent</a></li>
<li class="li"><a class="xref" href="#topic_qv3_c2r_mdc">Deactivating a use case</a></li>
<li class="li"><a class="xref" href="#topic_o23_22r_mdc">Deleting a use case</a></li>
<li class="li"><a class="xref" href="#topic_ns2_g2r_mdc">Resolving conflicts between duplicate use cases</a></li>
<li class="li"><a class="xref" href="#topic_ugn_32r_mdc">Restoring a previous version of a use case</a></li>
<li class="li"><a class="xref" href="#topic_elk_mcf_52c">Configuring whether a use case uses a generative procedure or a dialogue</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="use_cases_managing__ul_a3y_5b4_s2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10634793421210" target="_blank">Restricting a use case to be used only inside of
a dialogue</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357733365402" target="_blank">Best practices for use cases for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pcz_qdk_mfc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing all use cases</h2>
<div class="body">
<p class="p">On the Use cases page, you can view all the use cases for an AI agent.</p>
<p class="p"><strong class="ph b">To view all use cases</strong></p>
<ol class="ol">
<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_pcz_qdk_mfc__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><p class="p">On this page, you can see all the use cases you've created, including
the following details:</p>
<ul class="ul" id="topic_pcz_qdk_mfc__ul_pp4_m2k_mfc">
<li class="li">
<strong class="ph b">Usage</strong>: The percentage of customer messages matched to the given
use case over the last seven days, including today.</li>
<li class="li">
<strong class="ph b">Use case</strong>: The name and description of the use case.</li>
<li class="li">
<strong class="ph b">Conflict</strong>: Whether a conflict exists between this use case and
another one. See <a class="xref" href="#topic_ns2_g2r_mdc">Resolving conflicts between duplicate use cases</a>.</li>
<li class="li">
<strong class="ph b">Category</strong>: The category assigned to the use case. See <a class="xref" href="#topic_cyg_nhr_mdc">Categorizing a use case</a>.</li>
<li class="li">
<strong class="ph b">Reply method</strong>: Whether the use case uses a dialogue or procedure.
See <a class="xref" href="#topic_elk_mcf_52c">Configuring whether a use case uses a generative procedure or a dialogue</a>.</li>
<li class="li">
<strong class="ph b">Last edited</strong>: The date and time the use case was last
edited.<p class="p"><img class="image" id="topic_pcz_qdk_mfc__image_zr1_lfk_mfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_use_cases_page_columns.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cyg_nhr_mdc">
<h2 class="title topictitle2" id="ariaid-title3">Categorizing a use case</h2>
<div class="body">
<p class="p">Categorizing use cases makes managing them easier, but it doesn’t affect how an AI
agent connects use cases with a customer’s message (only use case names and
descriptions do that).</p>
<p class="p">In the list of use cases, the Category column shows a use case’s category.</p>
<p class="p"><strong class="ph b">To categorize a use case</strong></p>
<div class="p">
<ol class="ol" id="topic_cyg_nhr_mdc__ol_hvq_qhr_mdc">
<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_cyg_nhr_mdc__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 categorize.<p class="p">The use case details page
opens.</p>
</li>
<li class="li">In <strong class="ph b">Category</strong>, select an existing category, or start typing to enter a
new category and click <strong class="ph b">Add a category</strong>.<p class="p"><img class="image" id="topic_cyg_nhr_mdc__image_t14_bmv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_use_case_category_new.png"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ajq_d54_3hc">
<h2 class="title topictitle2" id="ariaid-title4">Copying a use case to another AI agent</h2>
<div class="body">
<p class="p">To save time when configuring multiple AI agents, you can copy a use case from one AI
agent to another.</p>
<p class="p">Any actions linked at the use-case level aren't automatically copied. After you copy
a use case to another AI agent, make sure you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank">recreate the actions</a> in the target AI agent (if they
don't exist already) and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_zbz_kyl_rgc" target="_blank">add them to the use case</a>.</p>
<p class="p"><strong class="ph b">To copy a use case to another AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_ajq_d54_3hc__ol_vj2_x54_3hc">
<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_ajq_d54_3hc__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">Find the use case you want to copy.</li>
<li class="li">Click the options menu (<img class="image" id="topic_ajq_d54_3hc__image_nsn_1v4_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) on the right-hand side and select
<strong class="ph b">Duplicate</strong>.<p class="p">The "Copy use case to another AI agent" dialog
appears.</p>
<p class="p"><img class="image" id="topic_ajq_d54_3hc__image_ycb_j1p_3hc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/aiaa_copy_use_case_window.png" width="500"></p>
</li>
<li class="li">In <strong class="ph b">Use case</strong>, confirm the use case you want to copy is selected.<p class="p">If
not, select the desired use case.</p>
</li>
<li class="li">(Optional) Deselect <strong class="ph b">All use case actions</strong> if you don't want to copy
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_zbz_kyl_rgc" target="_blank">actions that have been added at the use
case level</a> for this AI agent.<p class="p">The number in parentheses tells
you how many actions will be copied.</p>
</li>
<li class="li">
<div class="p">(Optional) Deselect <strong class="ph b">All replies</strong> if you don't want to copy the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682#topic_i1v_nzx_jgc" target="_blank">replies that have been created</a>
for this AI agent.<div class="note" id="topic_ajq_d54_3hc__note_j1g_d1p_3hc">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882#topic_edj_gnp_xfc" target="_blank">System replies</a> can't be
copied.</div>
</div>
</li>
<li class="li">In <strong class="ph b">Destination AI agent</strong>, select the AI agent you want to copy the use
case to.<div class="note" id="topic_ajq_d54_3hc__note_qq2_yp1_jhc">
<span class="notetitle">Note:</span> If the destination AI agent doesn't have
the same supported languages as the source AI agent, an error message
appears. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">Add the languages</a> to the
destination AI agent and try again.</div>
</li>
<li class="li">Click <strong class="ph b">Copy</strong>.<p class="p">The use case is copied to the specified AI
agent.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qv3_c2r_mdc">
<h2 class="title topictitle2" id="ariaid-title5">Deactivating a use case</h2>
<div class="body">
<p class="p">Deactivating a use case allows you to retain its configuration (nothing is deleted),
but your AI agent won’t use it to connect customers with a dialogue until you
reactivate the use case. </p>
<p class="p"><strong class="ph b">To deactivate a use case</strong></p>
<div class="p">
<ol class="ol" id="topic_qv3_c2r_mdc__ol_wq3_jfr_mdc">
<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_qv3_c2r_mdc__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">Find the use case you want to deactivate.</li>
<li class="li">Click the options (<img class="image" height="16" id="topic_qv3_c2r_mdc__image_lt1_lfr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) menu, and select
<strong class="ph b">Deactivate</strong>. <p class="p">Your use case is immediately deactivated. You can
reactivate it by clicking the options (<img class="image" height="16" id="topic_qv3_c2r_mdc__image_o1k_mfr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) menu again and
selecting <strong class="ph b">Activate</strong>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_o23_22r_mdc">
<h2 class="title topictitle2" id="ariaid-title6">Deleting a use case</h2>
<div class="body">
<div class="p">If you’re confident that you don’t need a use case anymore, you can delete it. As
with deactivating a use case, deleting a use case ensures that your AI agent will no
longer use that use case to connect customers with a dialogue. Deleting a use case
is permanent and cannot be undone.<div class="note important" id="topic_o23_22r_mdc__note_czz_4fr_mdc">
<span class="importanttitle">Important:</span> Deleting a use case also removes any associated dialogues or procedures. In
addition, names of deleted use cases no longer appear in reports.</div>
</div>
<p class="p"><strong class="ph b">To delete a use case</strong></p>
<div class="p">
<ol class="ol" id="topic_o23_22r_mdc__ol_lxd_qfr_mdc">
<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_o23_22r_mdc__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">Find the use case you want to delete.</li>
<li class="li">Click the options (<img class="image" height="16" id="topic_o23_22r_mdc__image_h5w_tfr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) menu, and select
<strong class="ph b">Delete</strong>. <p class="p">Your use case is immediately deleted.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ns2_g2r_mdc">
<h2 class="title topictitle2" id="ariaid-title7">Resolving conflicts between duplicate use cases</h2>
<div class="body">
<p class="p">If multiple use cases have names or descriptions that are too similar, they may be
considered duplicates. Duplicate use cases cause confusion in AI agent
conversations, as the wrong use case might be detected or the wrong reply might be
triggered. To prevent this confusion, you should review and resolve conflicts
between duplicate use cases.</p>
<p class="p"><strong class="ph b">To resolve conflicts between duplicate use cases</strong></p>
<div class="p">
<ol class="ol" id="topic_ns2_g2r_mdc__ol_tnf_vfr_mdc">
<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_ns2_g2r_mdc__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">Look for use cases that have an entry in the Conflict column.<p class="p"><img class="image" id="topic_ns2_g2r_mdc__image_jtj_vcb_jhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_use_cases_review_duplication.png" width="500"></p>
<div class="p">
<div class="note tip" id="topic_ns2_g2r_mdc__note_wr5_xfr_mdc">
<span class="tiptitle">Tip:</span> When you hover over a use case
with a conflict, any conflicting use cases in the list are
highlighted.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Review duplication</strong>.<p class="p">A new window appears and shows the
details of the conflict.</p>
<p class="p"><img class="image" id="topic_ns2_g2r_mdc__image_mfl_ddb_jhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_use_cases_duplication_resolve.png" width="600"></p>
</li>
<li class="li">Resolve the conflict by taking one of the following actions:<ul class="ul" id="topic_ns2_g2r_mdc__ul_cpt_xdb_jhc">
<li class="li">Click <strong class="ph b">Investigate</strong> and update the name and description of one
or both of the use cases so they're more distinct.</li>
<li class="li">Click the toggle to deactivate one of the use cases. Inactive use
cases aren't analyzed for duplicates.</li>
</ul>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Confirm</strong>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_ugn_32r_mdc">
<h2 class="title topictitle2" id="ariaid-title8">Restoring a previous version of a use case</h2>
<div class="body">
<p class="p">Any updates made to a use case’s name or description are tracked and can be rolled
back if necessary, making it safer to test changes or recover from errors. </p>
<p class="p"><strong class="ph b">To restore a previous version of a use case</strong></p>
<div class="p">
<ol class="ol" id="topic_ugn_32r_mdc__ol_dz1_3gr_mdc">
<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_ugn_32r_mdc__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 name of the use case you want to restore a previous version of. </li>
<li class="li">In either the <strong class="ph b">Name</strong> or <strong class="ph b">Customer request reason</strong> field, click the
<strong class="ph b">Show version history</strong> (<img class="image" id="topic_ugn_32r_mdc__image_ovh_lgr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_use_cases_version_history_icon.png">) icon. <p class="p"><img class="image" id="topic_ugn_32r_mdc__image_cch_mgr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_use_cases_show_version_history.png" width="350"></p>
The <strong class="ph b">Version History</strong>
panel appears on the right, showing you the changes made to the use case’s
name or description. The panel shows which user made the changes and when,
and which version of the use case is the current version. You can expand the
version history entries to see the content of the <strong class="ph b">Name</strong> or <strong class="ph b">Customer
request reason</strong> field for each saved change.<p class="p"><img class="image" id="topic_ugn_32r_mdc__image_zvy_ngr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_use_cases_version_history.png" width="350"></p>
</li>
<li class="li">(Optional) Click the <strong class="ph b">Type</strong> drop-down field, select the types of use
case changes you want to see (<strong class="ph b">name</strong>, <strong class="ph b">description</strong>, or both), and
click <strong class="ph b">Apply</strong>. </li>
<li class="li">Find the version of the use case name or description you want to restore and
click the <strong class="ph b">Restore</strong> (<img class="image" id="topic_ugn_32r_mdc__image_hck_pgr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_restore_icon.png">) icon.<p class="p"><img class="image" id="topic_ugn_32r_mdc__image_lfz_pgr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_use_cases_restore_version_history.png" width="350"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_elk_mcf_52c">
<h2 class="title topictitle2" id="ariaid-title9">Configuring whether a use case uses a generative procedure or a dialogue</h2>
<div class="body">
<div class="p">
<div class="note" id="topic_elk_mcf_52c__note_yfv_ncf_52c">
<span class="notetitle">Note:</span> This section applies only to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with agentic AI</a>. </div>
</div>
<p class="p">You can decide whether an individual use case should use a generative procedure or a
dialogue:</p>
<ul class="ul" id="topic_elk_mcf_52c__ul_kcj_qcf_52c">
<li class="li">
<strong class="ph b">A dialogue</strong> is a scripted conversation flow that uses branching logic to
determine an AI agent's responses and actions during a conversation with a
customer. This lets you determine the <em class="ph i">exact</em> flow that an AI agent should
follow for a particular use case.<p class="p">Dialogues give you a lot of control, but
also require more maintenance than a procedure. Consider using dialogue for
use cases where customer issues need to be handled in very specific ways and
even small deviations from an exact process can’t be tolerated. </p>
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Creating dialogues to define scripted
conversation flows for AI agents</a>. </li>
</ul>
<ul class="ul" id="topic_elk_mcf_52c__ul_agg_qcf_52c">
<li class="li">
<strong class="ph b">A generative procedure</strong> is a flexible conversation flow that uses agentic
AI to guide an AI agent's responses and actions during a conversation with a
customer. This gives the AI agent the freedom to determine the best way to
resolve a customer’s issue in line with your business policies. <p class="p">Procedures
require less setup and maintenance from you, but they also offer less direct
control over very fine details. Consider using procedures for use cases
where customer issues are less sensitive and can be handled in a number of
flexible ways. </p>
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">Creating generative procedures to shape
flexible conversation flows for AI agents</a>. </li>
</ul>
<p class="p">The table below offers additional guidance on when to use a generative procedure or a
dialogue.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_elk_mcf_52c__table_n4z_y3j_2jc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Use a generative procedure when…</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Use a dialogue when…</strong></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">
<ul class="ul" id="topic_elk_mcf_52c__ul_o4z_y3j_2jc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">A process is easy to break into clear and
logical steps.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Your API use cases are straightforward and
don’t require multiple conditions.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">You want to use generative AI reasoning on
top of a response from your APIs.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">You want the AI agent to answer based on
information already contained in your knowledge
source.</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<ul class="ul" id="topic_elk_mcf_52c__ul_p4z_y3j_2jc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">A process is long and complex, with
multiple branching scenarios.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">You need to include multiple APIs calls and
complex conditions.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">You want to include rich-message
formatting, such as buttons, cards, and
carousels.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">You don’t want the AI agent to deviate from
a script, especially for legal or financial use
cases.</p>
</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">If a use case has neither an active dialogue nor a generative procedure, or if no
appropriate use case exists for a conversation, the AI agent forms responses using
only the content of your imported knowledge source, not dialogues or procedures. You
can configure a use case this way if you want to trigger some actions or track a
certain topic in analytics, but still let the response be purely generative.</p>
<p class="p"><strong class="ph b">To configure whether a use case uses a dialogue or procedure</strong></p>
<div class="p">
<ol class="ol" id="topic_elk_mcf_52c__ol_rww_5cf_52c">
<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_elk_mcf_52c__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 configure. </li>
<li class="li">Under <strong class="ph b">Reply method</strong>, click the drop-down field and select one of the
following options: <ul class="ul" id="topic_elk_mcf_52c__ol_x3r_wcf_52c">
<li class="li">
<strong class="ph b">Use procedure</strong>: (Default) The AI agent generates its own
messages based on the associated generative procedure.</li>
<li class="li">
<strong class="ph b">Use dialogue</strong>: The AI agent follows the script you create in a
dialogue.<p class="p"><img class="image" id="topic_elk_mcf_52c__image_ypr_bdf_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_method_setting.png" width="350"></p>
<p class="p">Your changes are
automatically saved.</p>
</li>
</ul>
</li>
</ol>
</div>
<p class="p">Next, you must create a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">generative procedure</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue</a> for the use case.</p>
</div>
</div>
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