Turning the automation engine on or off for advanced AI agents

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


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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, select the advanced AI agent you want to
work with.
Click
Settings in the sidebar, then select CRM integration.
On the General tab, turn the Automation engine toggle on or off as
needed.




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