Turning the automation engine on or off for advanced AI agents

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Add-on | AI agents - Advanced

The automation engine is a behind-the-scenes feature that allows an advanced AI agent to conduct a conversation with a customer.

This article contains the following topics:

About the automation engine

Turning the automation engine on or off

About the automation engine

For AI agents integrated with Sunshine Conversations, 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.

For AI agents integrated with Zendesk Support or Zendesk Chat, you must manually turn the automation engine on or off.

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.

Turning the automation engine on or off

You can turn the automation engine on or off in the CRM integration settings in AI agents - Advanced.

To turn the automation engine on or off

In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to turn the automation engine on or off for.

In the left sidebar, click Settings > CRM integration.

On the General tab, turn the Automation engine toggle on or off as needed.