Turning the automation engine on or off for advanced AI agents

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<p id="docs-hc-snippet" style="display: none;">The automation engine is a behind-the-scenes feature that allows an advanced AI agent to conduct a conversation with a customer.</p>
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<strong>Add-on</strong>
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<td>AI agents - Advanced</td>
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<p class="p">The automation engine is a behind-the-scenes feature that allows an advanced AI agent to
conduct a conversation with a customer. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="automation_engine__ul_nvz_cdh_2fc">
<li class="li"><a class="xref" href="#topic_fl1_1dh_2fc">About the automation engine</a></li>
<li class="li"><a class="xref" href="#topic_e4t_bdh_2fc">Turning the automation engine on or off</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fl1_1dh_2fc">
<h2 class="title topictitle2" id="ariaid-title2">About the automation engine</h2>
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<p class="p">For AI agents integrated with <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/8264312886554" target="_blank">Sunshine Conversations</a>, the automation engine is
automatically turned on when you connect your AI agent and off when you disconnect
your AI agent. This helps prevent disconnects between Zendesk messaging and AI
agents - Advanced. </p>
<p class="p">For AI agents integrated with <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/8264365933210" target="_blank">Zendesk Support</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/8264324743834" target="_blank">Zendesk Chat</a>, you must manually turn the automation
engine on or off. </p>
<p class="p">When the automation engine is off, the AI agent does not respond to any emails or
messages received. Note that conversations that were started before the automation
engine was turned off are not automated when the automation is turned back on. This
prevents the AI agent from responding to old conversations. </p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_e4t_bdh_2fc">
<h2 class="title topictitle2" id="ariaid-title3">Turning the automation engine on or off</h2>
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<p class="p">You can turn the automation engine on or off in the CRM integration settings in AI
agents - Advanced. </p>
<p class="p"><strong class="ph b">To turn the automation engine on or off</strong></p>
<ol class="ol" id="topic_e4t_bdh_2fc__ol_u3n_fdh_2fc">
<li class="li"><span class="ph">In AI agents - Advanced, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the advanced AI agent</a> you want to
work with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_e4t_bdh_2fc__d8e356" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">CRM integration</strong>.</span></li>
<li class="li">On the <strong class="ph b">General</strong> tab, turn the <strong class="ph b">Automation engine</strong> toggle on or off as
needed.<p class="p"><img class="image" id="topic_e4t_bdh_2fc__image_lrf_zdh_2fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_automation_engine_toggle.png" width="400"></p>
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</ol>
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