Managing AI agents connected to email channels

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<p id="docs-hc-snippet" style="display: none;">After youcreate an AI agent for email, you can manage settings that affect how it behaves on email (including API and web form) channels.</p>
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<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034#topic_lng_c1c_2jc" target="_blank">create an AI agent for email</a>, you can manage
settings that affect how it behaves on email (including API and web form) channels.</p>
<div class="p">
<div class="note" id="adv_email_managing__note_rqp_zsp_2jc">
<span class="notetitle">Note:</span> For customers who bought AI agents - Advanced before March
10, 2026, you must have selected a channel type of email when you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749415066" target="_blank">created your AI agent</a>.</div>
</div>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="adv_email_managing__ul_bpv_pgt_khc">
<li class="li"><a class="xref" href="#topic_ofm_pxd_m3c">Configuring the sender of AI agent email responses</a></li>
<li class="li"><a class="xref" href="#topic_d3c_hrp_2jc">Managing an AI agent's email automation trigger</a></li>
<li class="li"><a class="xref" href="#topic_snr_d1v_kkc">Understanding why certain emails are automatically escalated</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ofm_pxd_m3c">
<h2 class="title topictitle2" id="ariaid-title2">Configuring the sender of AI agent email responses</h2>
<div class="body">
<p class="p">Email responses sent by an AI agent can be viewed in two places: </p>
<ul class="ul" id="topic_ofm_pxd_m3c__ul_pwv_ktk_m3c">
<li class="li">As actual emails that arrive in the customer’s inbox </li>
<li class="li">As public comments in the associated ticket in the Agent Workspace </li>
</ul>
<p class="p">The user listed as the sender of the AI agent’s email responses is different
depending on which channel the ticket was created through and which place you’re
viewing. </p>
<p class="p">In tickets created through the email channel: </p>
<ul class="ul" id="topic_ofm_pxd_m3c__ul_e4z_mtk_m3c">
<li class="li">In the email in the customer’s inbox, the sender is the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5279521301914#topic_ahs_l1f_bwb" target="_blank">brand name and support address you’ve
selected</a> in Admin Center. </li>
<li class="li">In the ticket in the Agent Workspace, the sender is the <em class="ph i">system</em> user by
default, but this sender can be configured. <ul class="ul" id="topic_ofm_pxd_m3c__ul_zkq_ntk_m3c">
<li class="li">If you use the default <em class="ph i">system</em> user: <ul class="ul" id="topic_ofm_pxd_m3c__ul_fgg_4tk_m3c">
<li class="li">The AI agent’s response is shown as coming from the system
user.<p class="p"><img class="image" id="topic_ofm_pxd_m3c__image_xvk_p5k_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_email_ai_agent_response_system.png" width="300"></p>
</li>
<li class="li">No agent seat is consumed in your account. </li>
</ul>
</li>
<li class="li">If you select a different user: <ul class="ul" id="topic_ofm_pxd_m3c__ul_dfq_qtk_m3c">
<li class="li">The AI agent’s response is shown as coming from the selected
user, including their name, email, and signature (if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822471322" target="_blank">configured</a>).<p class="p"><img class="image" id="topic_ofm_pxd_m3c__image_lgb_q5k_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_email_ai_agent_response_configured.png" width="300"></p>
</li>
<li class="li">An agent seat is consumed in your account by the selected user.
</li>
</ul>
</li>
</ul>
</li>
</ul>
<p class="p">In tickets created through the web form and API channels: </p>
<ul class="ul" id="topic_ofm_pxd_m3c__ul_vnx_stk_m3c">
<li class="li">If you use the default <em class="ph i">system</em> user: <ul class="ul" id="topic_ofm_pxd_m3c__ul_erf_ttk_m3c">
<li class="li">The AI agent’s response is shown as coming from the Zendesk user in both
the customer’s inbox as well as in tickets in the Agent
Workspace.<p class="p"><img class="image" id="topic_ofm_pxd_m3c__image_fqq_q5k_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_email_ai_agent_response_zendesk.png" width="300"></p>
</li>
<li class="li">No agent seat is consumed in your account. </li>
</ul>
</li>
<li class="li">If you select a different user: <ul class="ul" id="topic_ofm_pxd_m3c__ul_iyt_ttk_m3c">
<li class="li">The AI agent’s response is shown as coming from the selected user,
including their name, email, and signature (if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822471322" target="_blank">configured</a>). </li>
<li class="li">An agent seat is consumed. </li>
</ul>
</li>
</ul>
<p class="p">Whether you should use the <em class="ph i">system</em> user or a different user depends on your
setup and goals: </p>
<ul class="ul" id="topic_ofm_pxd_m3c__ul_pmx_vtk_m3c">
<li class="li">Use the system user if you: <ul class="ul" id="topic_ofm_pxd_m3c__ul_m13_wtk_m3c">
<li class="li">Don’t use the web form or API channels for customer support. </li>
<li class="li">Want to free up an agent seat. </li>
</ul>
</li>
<li class="li">Use a different user if you: <ul class="ul" id="topic_ofm_pxd_m3c__ul_er4_wtk_m3c">
<li class="li">Use the web form or API channels in addition to the email channel for
customer support. </li>
<li class="li">Want increased branding and customization for the AI agent’s responses
as seen in tickets in the Agent Workspace. </li>
</ul>
</li>
</ul>
<p class="p">If you use a different user as the sender of AI agent email responses, it’s
recommended to create a dedicated user that’s used only for this purpose. You
shouldn’t reuse a human agent’s account as the sender of the AI agent’s email
response. Doing so can cause confusion about whether the human agent or AI agent
sent the response. </p>
<p class="p"><strong class="ph b">To create and configure the sender of agent email responses</strong></p>
<div class="p">
<ol class="ol" id="topic_ofm_pxd_m3c__ol_vy5_xtk_m3c">
<li class="li">(Recommended) Create a unique company email address for your AI agent. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930#topic_h43_2k2_yg" target="_blank">Add the AI agent as a user</a> with
the following roles: <ul class="ul" id="topic_ofm_pxd_m3c__ol_ef2_b5k_m3c">
<li class="li">
<strong class="ph b">Support</strong>: Admin </li>
<li class="li">
<strong class="ph b">AI agents</strong>: Client admin </li>
</ul>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Create a group</a> and add only the AI
agent user to that group.<p class="p">Don't add the AI agent user to any other
groups.</p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889192858" target="_blank">Give the AI agent user API access</a>
for ticketing. </li>
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_ofm_pxd_m3c__image_fkk_rxf_y3c" 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">General</strong>.</span></li>
<li class="li">Under <strong class="ph b">Sender</strong>, click the drop-down field and select the user you
created above.<p class="p">This user appears in tickets as the sender of the AI agent
response. </p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9985221852954#topic_ahn_kgt_khc" target="_blank">Edit the AI agent's email automation
trigger</a> to update its conditions as necessary to account for the
selected user.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_d3c_hrp_2jc">
<h2 class="title topictitle2" id="ariaid-title3">Managing an AI agent's email automation trigger</h2>
<div class="body">
<p class="p">When you create an AI agent, a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">trigger</a> is automatically created to control how the AI
agent responds to customer requests on the email channel. You can manage this
trigger at any time in Admin Center.</p>
<div class="p">
<div class="note" id="topic_d3c_hrp_2jc__note_g32_csp_2jc">
<span class="notetitle">Note:</span> If you bought AI agents - Advanced before March 10,
2026, you created the trigger as part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750858010" target="_blank">connecting an AI agent to
email</a>.</div>
</div>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_d3c_hrp_2jc__ul_gb5_bsp_2jc">
<li class="li"><a class="xref" href="#topic_qz2_jgt_khc">About the email automation trigger</a></li>
<li class="li"><a class="xref" href="#topic_blx_jgt_khc">Reordering the email automation trigger</a></li>
<li class="li"><a class="xref" href="#topic_ahn_kgt_khc">Editing the email automation trigger</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_qz2_jgt_khc">
<h3 class="title topictitle3" id="ariaid-title4">About the email automation trigger</h3>
<div class="body">
<p class="p">By default, an AI agent’s email automation trigger is named <em class="ph i">Ultimate.ai
Multitouch Ticket Automation: &lt;AI agent ID&gt;</em> and has the following
default configuration: </p>
<ul class="ul" id="topic_qz2_jgt_khc__ul_mwc_mht_khc">
<li class="li">
<strong class="ph b">Meet ALL of the following conditions</strong>: <ul class="ul" id="topic_qz2_jgt_khc__ul_g3n_nht_khc">
<li class="li">
<strong class="ph b">Ticket &gt; Comment</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Public</strong><p class="p">This condition
ensures that the AI agent is notified of each customer, agent,
or AI agent reply. </p>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Channel</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Email</strong><p class="p">This condition
ensures that the AI agent is notified for comments on the email
channel only. </p>
</li>
<li class="li">
<p class="p"><img class="image" id="topic_qz2_jgt_khc__image_tdz_p3t_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_email_automation_trigger_meet_all.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Meet ANY of the following conditions</strong>: <ul class="ul" id="topic_qz2_jgt_khc__ul_ww2_4ht_khc">
<li class="li">
<strong class="ph b">Ticket &gt; Ticket</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Created</strong><p class="p">This condition
ensures the AI agent responds to the first comment in a ticket.
</p>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Ticket</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Updated</strong><p class="p">This condition
ensures the AI agent responds to subsequent comments in a
ticket.</p>
<p class="p"><img class="image" id="topic_qz2_jgt_khc__image_fxf_p3t_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_email_automation_trigger_meet_any.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Actions</strong>
<ul class="ul" id="topic_qz2_jgt_khc__ul_qzx_4ht_khc">
<li class="li">
<strong class="ph b">Category</strong>: Notify by &gt; Active webhook </li>
<li class="li">
<strong class="ph b">Value</strong>: Ultimate.ai Automation Webhook: &lt;your AI agent ID&gt; </li>
<li class="li">
<strong class="ph b">Endpoint</strong>:
https://zendesk-support-automation.us.ultimate.ai/v1/webhook </li>
<li class="li">
<strong class="ph b">Method</strong>: POST </li>
<li class="li">JSON
body:<pre class="pre codeblock" id="topic_qz2_jgt_khc__codeblock_v34_xht_khc"><code>{"botId": "YOUR_AI_AGENT_ID",
"message": "**{{ticket.title}}** \n\n
{{ticket.latest_comment_rich}}",
"conversationId": "{{ticket.id}}",
"type": "message",
"tags": "{{ticket.tags}}",
"channel": "{{ticket.via}}",
"requester": "{{ticket.requester.id}}",
"currentUser": "{{current_user.id}}",
"submitterRole": "{{ticket.submitter.role}}",
"authorRole": "{{ticket.comments.first.author.role}}",</code></pre>
<div class="p">The
JSON body includes details that allow the AI agent to ignore
agent replies (though you can allow this if you want) and to not
reply to tickets older than three days. The type is also changed
for analytical purposes.<div class="note" id="topic_qz2_jgt_khc__note_efy_zv3_sjc">
<span class="notetitle">Note:</span> If your
workflow involves using a trigger to send an internal note
upon ticket creation, you should adjust the default
"authorRole" value in the AI agent email automation trigger.
When "authorRole" is set to
"{{ticket.comments.first.author.role}}", a configuration
issue can arise if an internal note is sent at the same time
as the webhook fires. In this scenario, the webhook might
send the user's role as agent instead of an end user, which
prevents the AI agent from replying to the conversation. As
a workaround, replace the "authorRole" value with
"{{ticket.comments.last.author.role}}"
instead.</div>
</div>
<p class="p"><img class="image" id="topic_qz2_jgt_khc__image_e4m_43t_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_email_automation_trigger_actions.png" width="500"></p>
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_blx_jgt_khc">
<h3 class="title topictitle3" id="ariaid-title5">Reordering the email automation trigger</h3>
<div class="body">
<p class="p">You can reorder your list of AI agent ticket triggers to designate the order
they're fired in. For instructions and more information on the overall impact
this can have on your workflows, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10356973691546" target="_blank">Reordering and sorting your list of ticket
triggers</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ahn_kgt_khc">
<h3 class="title topictitle3" id="ariaid-title6">Editing the email automation trigger</h3>
<div class="body">
<p class="p">You can edit the email automation trigger as needed. Some examples of edits you
might want to make include:</p>
<ul class="ul" id="topic_ahn_kgt_khc__ul_twz_cht_khc">
<li class="li"><a class="xref" href="#topic_xtw_wgt_khc">Responding to agent-submitted tickets</a></li>
<li class="li"><a class="xref" href="#topic_hxh_vgt_khc">Supporting the web form channel</a></li>
<li class="li"><a class="xref" href="#topic_mt1_lgt_khc">Supporting the API channel</a></li>
<li class="li"><a class="xref" href="#topic_gtd_cjc_h3c">Removing the authorized user condition</a></li>
<li class="li"><a class="xref" href="#topic_x1n_clv_3kc">Populating the customer name variables</a></li>
</ul>
<p class="p"><strong class="ph b">To edit the email automation trigger</strong></p>
<div class="p">
<ol class="ol" id="topic_ahn_kgt_khc__ol_fwr_zgt_khc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_ahn_kgt_khc__image_fkk_rxf_y3c" 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">General</strong>.</span></li>
<li class="li">Under Channels, click <strong class="ph b">Go to triggers</strong>.<p class="p">The trigger’s
configuration page opens in Admin Center.</p>
</li>
<li class="li">Edit the trigger as necessary.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_xtw_wgt_khc">
<h4 class="title topictitle4" id="ariaid-title7">Responding to agent-submitted tickets</h4>
<div class="body">
<p class="p">By default, the email automation trigger is configured so that the AI agent
doesn’t respond to tickets submitted by agents. However, you might want to
allow this, especially during testing. </p>
<p class="p"><strong class="ph b">To allow the AI agent to respond to agent-submitted tickets</strong></p>
<div class="p">
<ol class="ol" id="topic_xtw_wgt_khc__ol_usy_mjt_khc">
<li class="li">
<a class="xref" href="#topic_ahn_kgt_khc">Edit the email
automation trigger.</a>
</li>
<li class="li">Remove the following lines from the JSON
body:<pre class="pre codeblock" id="topic_xtw_wgt_khc__codeblock_obd_4jt_khc"><code>"submitterRole": "{{ticket.submitter.role}}",
"authorRole": "{{ticket.comments.first.author.role}}",</code></pre>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_hxh_vgt_khc">
<h4 class="title topictitle4" id="ariaid-title8">Supporting the web form channel</h4>
<div class="body">
<p class="p">By default, the email automation trigger is configured to work only on the
email channel. However, you can add web form as a supported channel for your
AI agent. </p>
<p class="p"><strong class="ph b">To add the web form channel as a supported channel</strong></p>
<div class="p">
<ol class="ol" id="topic_hxh_vgt_khc__ol_ord_3kt_khc">
<li class="li"><a class="xref" href="#topic_ahn_kgt_khc">Edit the email
automation trigger.</a></li>
<li class="li">Under <strong class="ph b">Meet ALL of the following conditions</strong>, delete the
following condition: <ul class="ul" id="topic_hxh_vgt_khc__ol_evp_kkt_khc">
<li class="li">
<strong class="ph b">Ticket &gt; Channel</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Email</strong>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Meet ANY of the following conditions</strong>, add the following
conditions: <ul class="ul" id="topic_hxh_vgt_khc__ol_djf_jkt_khc">
<li class="li">
<strong class="ph b">Ticket &gt; Channel</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Email</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Channel</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Web form</strong>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<div class="p">
<div class="note" id="topic_hxh_vgt_khc__note_frq_hkt_khc">
<span class="notetitle">Note:</span> Don’t add a condition for the API channel here.
Instead, you must clone the email automation trigger to support the API
channel. See the section below.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_mt1_lgt_khc">
<h4 class="title topictitle4" id="ariaid-title9">Supporting the API channel</h4>
<div class="body">
<p class="p">By default, the email automation trigger is configured to work only on the
email channel. However, you can add API as a supported channel for your AI
agent. </p>
<p class="p">When using the Zendesk API, tickets are always created with the
authentication token’s owner’s ID as the currentUser. Because of this, the
AI agent interprets these created tickets as being agent-submitted, which
it’s configured to ignore. However, you can support the API channel by
cloning the email automation trigger and using the copy in addition to the
default trigger. </p>
<p class="p">When a conversation is created through the API, only the first message’s
source is marked as API, while the rest of the messages go through email.
Because of that, the trigger needs to cover only the Created event for these
conversations. Furthermore, the two triggers won’t overlap because the
default trigger doesn’t include API as a channel condition, while the copy
does. </p>
<p class="p">The JSON body provided below overwrites the currentUser field with this
trigger to contain the requester, making it look like it was submitted by a
customer. So both the requester and currentUser will be equal to
{{ticket.requester.id}}. </p>
<p class="p"><strong class="ph b">To clone the trigger and configure it to support the API channel</strong></p>
<div class="p">
<ol class="ol" id="topic_mt1_lgt_khc__ol_tjn_rkt_khc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_mt1_lgt_khc__image_hj2_sxf_y3c" 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">Select the <strong class="ph b">Integration</strong> tab. </li>
<li class="li">Click <strong class="ph b">Edit automation trigger</strong>.<p class="p">The trigger’s configuration
page opens in Admin Center.</p>
</li>
<li class="li">Click <strong class="ph b">Actions</strong> in the upper-right and select <strong class="ph b">Clone</strong>.<p class="p">A
copy of the automation trigger is created.</p>
</li>
<li class="li">Under <strong class="ph b">Meet ALL of the following conditions</strong>, delete the
existing conditions and add the following conditions instead: <ul class="ul" id="topic_mt1_lgt_khc__ol_rlc_clt_khc">
<li class="li">
<strong class="ph b">Ticket &gt; Channel</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Web service
(API)</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Ticket</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Created</strong>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Meet ANY of the following conditions</strong>, delete the
existing conditions. </li>
<li class="li">Under <strong class="ph b">Actions</strong>, replace the existing JSON body with the
following:<pre class="pre codeblock" id="topic_mt1_lgt_khc__codeblock_hfr_dlt_khc"><code>{ "botId": "&lt;YOUR_AI_AGENT_ID&gt;",
"message": "**{{ticket.title}}** \n\n
{{ticket.latest_comment_rich}}",
"conversationId": "{{ticket.id}}",
"type": "message",
"tags": "{{ticket.tags}}",
"channel": "{{ticket.via}}",
"requester": "{{ticket.requester.id}}",
"currentUser": "{{ticket.requester.id}}",
"submitterRole": "{{ticket.submitter.role}}",
"createdAt": "{{ticket.created_at_with_timestamp}}",
"updatedAt": "{{ticket.updated_at_with_timestamp}}",
"customerFirstName": "{{ticket.requester.first_name}}",
"customerFullName": "{{ticket.requester.full_name}}",
"customerLastName": "{{ticket.requester.last_name}}" }</code></pre>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested3" id="topic_gtd_cjc_h3c">
<h4 class="title topictitle4" id="ariaid-title10">Removing the authorized user condition</h4>
<div class="body">
<p class="p">If you created the email automation trigger before February 11, 2026, the
trigger configuration might include a condition for an authorized user.
After this date, an authorized user is no longer involved in the connection
between an AI agent and the email channel. As a result, your email AI agent
may not function correctly if you still have this condition as part of your
trigger. This condition should be removed. </p>
<p class="p"><strong class="ph b">To remove the authorized user condition</strong></p>
<div class="p">
<ol class="ol" id="topic_gtd_cjc_h3c__ol_gnk_djc_h3c">
<li class="li"><a class="xref" href="#topic_ahn_kgt_khc">Edit the email
automation trigger.</a></li>
<li class="li">Remove the following condition:<p class="p"><strong class="ph b">Ticket details &gt; Current
user</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">(agent)</strong></p>
<p class="p"><img class="image" id="topic_gtd_cjc_h3c__image_ccg_4jc_h3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_remove_authorized_user_condition.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_x1n_clv_3kc">
<h4 class="title topictitle4" id="ariaid-title11">Populating the customer name variables</h4>
<div class="body">
<div class="note attention" id="topic_x1n_clv_3kc__note_cln_3nv_3kc">
<span class="attentiontitle"></span> This section applies only to AI
agents created before July 30, 2026.</div>
<p class="p">If you include variables for the customer’s name when you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11166761830938#topic_stt_tjv_3kc" target="_blank">customize an AI agent’s opening and
closing lines in email responses</a>, you need to ensure those
variables are reflected in the AI agent’s email automation trigger. </p>
<p class="p"><strong class="ph b">To populate the customer name variables</strong></p>
<div class="p">
<ol class="ol" id="topic_x1n_clv_3kc__ol_z45_qnv_3kc">
<li class="li"><a class="xref" href="#topic_ahn_kgt_khc">Edit the email
automation trigger.</a></li>
<li class="li">Add the following lines to the JSON
body:<pre class="pre codeblock" id="topic_x1n_clv_3kc__codeblock_v1x_rnv_3kc"><code>"customerFirstName": "{{ticket.requester.first_name}}",
"customerFullName": "{{ticket.requester.full_name}}",
"customerLastName": "{{ticket.requester.last_name}}" </code></pre>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_snr_d1v_kkc">
<h2 class="title topictitle2" id="ariaid-title12">Understanding why certain emails are automatically escalated</h2>
<div class="body">
<div class="note attention" id="topic_snr_d1v_kkc__note_zq2_f1v_kkc">
<span class="attentiontitle"></span> This section doesn’t apply to support email
addresses connected via the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979947090586" target="_blank">Microsoft Exchange connector</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835030426" target="_blank">Gmail connector</a>. </div>
<p class="p">When an email is sent to a support address associated with an AI agent, the incoming
request is automatically analyzed to determine whether the email is likely to be
about a topic that an AI agent isn’t suited to answer, such as a sales
communication. If it is, the tag <code class="ph codeph">escalated_by_support_email</code> is
added to the ticket, and the ticket is automatically escalated to a human agent
before the AI agent can engage with it. </p>
<p class="p">This analysis and determination happens automatically. There are no settings you can
configure to disable or affect the outcome of the process. </p>
<p class="p">When the <code class="ph codeph">escalated_by_support_email</code> tag is applied to a ticket, the
AI agent doesn’t respond to the conversation at all. Instead, a human agent can
respond to the ticket. </p>
</div>
</div>
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