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

What's my plan?

Add-on | AI agents - Advanced

Configuring chat channels for advanced AI agents is no longer recommended. Instead, consider configuring messaging channels or configuring email channels.

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.

This article is part of the steps to take to connect your AI agent to Zendesk Chat.

Before you start

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.

Routing logic: The AI agent department is the default department and only escalates to the human department based on your dialogue flow.

Creating departments

Go to Zendesk Chat > Settings > Groups, then click Add group

Once you click on Add group, a new tab might open and take you to Zendesk Support > People > Group. This is normal and you can just continue as below.

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.

2. Enter a name (e.g. "EN AI agent Department") for the group. Add only the new AI agent's admin account created in preparation to the group, then click Create group

The new AI agent's admin account should be the only member in the AI agent's group.

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.

Enabling the groups

If you are doing these in advance, keep these AI agent and human agent groups disabled - and only enable them on launch day.

If you’re doing these on launch day, make sure the groups are enabled before you continue.

Go back to connecting your AI agent to Zendesk Chat