About events for AI agents

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<p id="docs-hc-snippet" style="display: none;">Events occur during conversations and are used to triggerAI agent-level configured actionswithin the conversation or in a CRM platform. This setup allows you to automate responses and processes based on specific events within the conversation.</p>
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<p class="p">Events occur during conversations and are used to trigger <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290#topic_nnm_znl_rgc" target="_blank">AI agent-level configured actions</a> within the
conversation or in a CRM platform. This setup allows you to automate responses and
processes based on specific events within the conversation. </p>
<p class="p">Which events are available depends on whether your AI agent is configured for email or
messaging. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="events_about__ul_tkh_nvl_rgc">
<li class="li"><a class="xref" href="#topic_gg5_hvl_rgc">Available events for messaging AI agents</a></li>
<li class="li"><a class="xref" href="#topic_lpq_3vl_rgc">Available events for email AI agents</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="events_about__ul_mpr_4vl_rgc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">About configured actions for AI agents</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank">Creating and adding configured actions for AI
agents</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8566644914202" target="_blank">Reviewing and managing configured actions for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gg5_hvl_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Available events for messaging AI agents</h2>
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<p class="p">The table below describes the events available for messaging AI agents.</p>
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gg5_hvl_rgc__table_wqk_tvl_rgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Event name</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session ended</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">The AI agent automation has completed. This event occurs when
the conversation ends, an escalation attempt happens, or the
conversation reaches the end of the session duration. After
this event, the conversation is ready to be evaluated for an
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated
resolution</a>.</p>
<p class="p">Any further messages from the AI agent will be part of a new
session, which is evaluated separately. As a configured
action trigger, you might want to use session end to mark
the end of the automation with a tag or label.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation ended</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The conversation was ended by the customer, or the
conversation ended after the configured session
duration.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation escalated to human</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The conversation was successfully handed over from the AI
agent to a human agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation escalation attempt</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The AI agent attempts to hand over the conversation to a
human agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation escalation failed</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The AI agent attempted to hand over the conversation to a
human agent, but encountered an issue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation started</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A new conversation has started.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation inactive</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The conversation has been inactive (no end-user messages) for
the configured session inactivity duration.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion used</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A human agent used a suggested answer.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">The end of a procedure is reached</td>
<td class="entry cell-norowborder" style="vertical-align:top;">(Available only for AI agents with agentic AI) The AI agent
has reached the end of a generative procedure and the specified
amount of time has passed.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">A knowledge answer is shared</td>
<td class="entry cellrowborder" style="vertical-align:top;">(Available only for AI agents with agentic AI) The AI agent
has shared an AI-generated answer.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lpq_3vl_rgc">
<h2 class="title topictitle2" id="ariaid-title3">Available events for email AI agents</h2>
<div class="body">
<p class="p">The table below describes the events available for email AI agents.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lpq_3vl_rgc__table_qst_vvl_rgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Event name</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket received by AI agents - Advanced</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">A message is received by AI agents and a ticket is created in
your CRM platform. </p>
<p class="p">This event is best used for configured actions that affect
the rest of the process, like collecting user information.
AI agents will process the contents of the message only
after this event.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket processed by AI agents - Advanced</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">The contents of the message have been processed by AI agents. </p>
<p class="p">This event is best used to update the platform with dynamic
session data, like phone number or email, using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749723546" target="_blank">entities</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Reply delay timer started</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">The AI agent reply node has been reached and the delay timer
started. This event is selectable only if you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357772433562" target="_blank">set up a ticket reply
delay</a>.</p>
<p class="p">This event can be used to add tags and internal notes to your
tickets. Scheduled messages are not visible in CRM
platforms, so we recommend setting up an agent view in a way
that issues with scheduled answers are hidden and not
mistaken for open tickets. </p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Reply sent after delay</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p">The AI agent reply has been sent after the set delay. This
event is selectable only if you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357772433562" target="_blank">set up a ticket reply
delay</a>.</p>
<p class="p">This event can be used to add post-reply updates to your
tickets, ensuring your agents will be able to see issues
that were previously hidden, but later were answered with
delay.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_l4v_5vl_rgc">
<h3 class="title topictitle3" id="ariaid-title4">Sequence of events for email AI agents</h3>
<div class="body">
<p class="p">Events for email AI agents are always triggered in the following order: </p>
<ol class="ol" id="topic_l4v_5vl_rgc__ol_udk_xvl_rgc">
<li class="li">
<strong class="ph b">Ticket received by AI agents - Advanced</strong> event and related configured
actions</li>
<li class="li">Use case–level configured actions and block-level configured actions </li>
<li class="li">
<strong class="ph b">Ticket processed by AI agents - Advanced</strong> event and related configured
actions</li>
<li class="li">
<strong class="ph b">Reply delay timer started</strong> event and related configured actions</li>
<li class="li">
<strong class="ph b">Reply sent after delay</strong> event and related configured actions</li>
</ol>
</div>
</div>
</div>
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