Available CRM actions for AI agents and Zendesk Chat (Legacy)


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

CRM actions enable communication between AI agents and your CRM platform. These actions are platform-specific, meaning different actions are available for each CRM platform.
This article contains the following topics:

Available CRM actions for Zendesk Chat
Creating a CRM action

Related articles:

About configured actions for AI agents
Creating and adding configured actions for AI agents
Reviewing and managing configured actions for AI agents

Available CRM actions for Zendesk Chat

AI agents support the following CRM actions in Zendesk Chat:


Trigger reply
Add tag
Get tag
Leave channel
Get visitor info
Update visitor info


Tip: For advice on configuring your AI agent to shorten handle time and manage chat history, see Best practices for creating CRM actions for AI agents in Zendesk Chat.
Trigger reply
This is most commonly used to trigger a specific reply/intent, e.g. welcome reply, when a selected event happens.

Add tag
This action adds custom tags to a chat which helps you and your agents manage to get gain insights into your tickets in Zendesk Support. Understand more about Reporting with tags in this Zendesk article.
This action can be used with the events below at the AI agent level:

Chat started
Chat escalation attempt
Chat escalation failed
Chat inactive

For example:
It is also often used at intent and dialogue message levels to help your agent categorize tickets.
For example:

Get tag
The Get Tag action allows you to pull existing tags from Zendesk Chat into the AI agents workspace. By doing so we can trigger reply variation to give a more personalized dialogue flow.
In addition, by setting Add Label to be "true", you can view the same tags you have in Zendesk in our Conversation Logs as well for easier conversation data management.
The Get Tag action can be configured at the following chat events at the AI agent level:

chat started
chat escalation attempt
chat escalation failed
chat inactive

For example:

Leave channel
If you have high volumes and longer queues, it can be better to show the user their queue position when escalating. In the example below, the AI agent leaves the chat immediately and the user will see the queue and be able to rate the chat until a human agent picks up the conversation.

Get visitor info
This action allows you to retrieve visitor information on Zendesk. This information can then be saved to personalize your messages or create reply variations.
You can retrieve the information below:

email
current country
current_device_type
external_id
display_name
phone
notes
current_tags
current_region
current_city

For example:

Update visitor info
This action allows the AI agent to fetch the information visitors offer during a conversation and update it on the visitor's Zendesk ticket.
You can update the information below:

email
notes

Updating email ensures the agent has the latest information to contact a visitor and notes act as a way for the AI agent to communicate to the agent.
Learn how to set it up in Update Visitor Information - Zendesk Chat
The notes field follows the visitor and not the chat. When using this please add another Update visitor info action to update the notes field with "-". Otherwise, the information in notes could cause confusion the next time the visitor chats again.

Creating a CRM action
CRM actions can be created at the AI agent, intent, or block level. For details, see Creating and adding configured actions for AI agents.

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