Routing tickets to groups with advanced AI agents and Zendesk Chat (Legacy)

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<div class="note attention">
Configuring chat channels for advanced AI agents is no longer recommended.
Instead, consider <a href="https://support.zendesk.com/hc/en-us/sections/8264312886554">configuring messaging channels</a> or <a href="https://support.zendesk.com/hc/en-us/sections/8264365933210">configuring email channels</a>.
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<p data-renderer-start-pos="741">
Routing here refers to the logic of setting the AI agent department to be
the first to take incoming chats, and escalating to the transfer department,
or, the human department when needed.
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<p data-renderer-start-pos="741">
This article is part of the steps to take to
<a href="https://support.zendesk.com/hc/en-us/articles/8357757747354" rel="noopener" target="_blank">connect your AI agent to Zendesk Chat. </a>
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<h2 data-renderer-start-pos="798" id="h_01JKRGKBZ4VAMETNSCXS14673V">Before you start</h2>
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Rule of thumb: Each AI agent needs its own department. The human-agent
department can have many human agents, but the AI agent should
never be in the human-agent department.
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<li>
<p data-renderer-start-pos="1085">
Routing logic: The AI agent department is the default department
and only escalates to the human department based on your dialogue
flow.
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<p data-renderer-start-pos="1224"> </p>
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<h2 data-renderer-start-pos="1394" id="Creating-Departments">Creating departments</h2>
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Go to <strong data-renderer-mark="true">Zendesk Chat</strong>
&gt; <strong data-renderer-mark="true">Settings</strong> &gt;
<strong>Groups</strong>, then click
<strong data-renderer-mark="true">Add group  </strong>
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<p data-renderer-start-pos="1494">
Once you click on
<strong data-renderer-mark="true">Add group, a </strong>new
tab might open and take you to
<strong data-renderer-mark="true">Zendesk Support</strong>
&gt; <strong data-renderer-mark="true">People</strong>
&gt; <strong data-renderer-mark="true">Group. </strong>This
is normal and you can just continue as below.
</p>
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</ul>
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<h4 id="h_01JKRGKBZ556NSM7BQ665X8H6C">
<span class="emoji">The AI agent department should ONLY have the AI agent's admin account and the AI agent's admin account should ONLY be in the AI agent's department.</span>
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<p> </p>
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<img alt="Screen_Shot_2022-04-15_at_3.08.29_PM.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_Screen_Shot_2022-04-15_at_3.08.29_PM.png" width="850">
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<span data-id="a7a73e47-8960-4212-948d-b8d7ca7efe1b" data-mark-annotation-type="inlineComment" data-mark-type="annotation" data-renderer-mark="true" id="a7a73e47-8960-4212-948d-b8d7ca7efe1b">2. </span>Enter
a name (e.g. "EN AI agent Department") for the group. Add only the new AI
agent's admin account created in
<a href="https://support.zendesk.com/hc/en-us/articles/8357765350682" rel="noopener" target="_blank">preparation</a>
to the group, then
<span data-id="a7a73e47-8960-4212-948d-b8d7ca7efe1b" data-mark-annotation-type="inlineComment" data-mark-type="annotation" data-renderer-mark="true" id="a7a73e47-8960-4212-948d-b8d7ca7efe1b">click </span><strong data-renderer-mark="true"><span data-id="a7a73e47-8960-4212-948d-b8d7ca7efe1b" data-mark-annotation-type="inlineComment" data-mark-type="annotation" data-renderer-mark="true" id="a7a73e47-8960-4212-948d-b8d7ca7efe1b">Create group</span></strong>
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The new AI agent's admin account should be the only member in the
AI agent's group.
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<p data-renderer-start-pos="2015">
3. Repeat the steps above and create a transfer group for human agents that
will be taking escalated chats from the AI agent if needed. The AI agent
should not be in this group. This group should not be set as the default
group.
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<p data-renderer-start-pos="2015"> </p>
<h2 data-renderer-start-pos="2140" id="Enabling-the-Departments">Enabling the groups</h2>
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<p data-renderer-start-pos="2168">
If you are doing these in advance, keep these AI agent and human
agent groups disabled - and only
<strong data-renderer-mark="true">enable them on launch day.</strong>
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<p data-renderer-start-pos="2288">
If you’re doing these on launch day, make sure the groups are enabled
before you continue.
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<p data-renderer-start-pos="2288"> </p>
<p data-renderer-start-pos="2288">
Go back to
<a href="https://support.zendesk.com/hc/en-us/articles/8357757747354" rel="noopener" target="_blank">connecting your AI agent to Zendesk Chat</a>
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