Navigating the AI agents - Advanced add-on




What's my plan?







Add-on

AI agents - Advanced









This article introduces you to the AI agents - Advanced add-on, including the main menu
navigation and links to more information about the available features.

This article contains the following topics:

Navigating the add-on
Accessing help and resources



Navigating the add-on

The table below explains the menu options available in the AI agents - Advanced
add-on.










Main menu item
Sub-menu item
Description


Dashboard

Allows you to view an overall
dashboard that shows performance metrics, relevant
actions for your advanced AI agents, and helpful resources.


Analytics

Allows you to analyze the performance of
your AI agents on key metrics such as total volume
and resolution, deflection, and escalation rates.


Content
Use cases
Allows you to create use cases for
advanced AI agents. Includes access to the dialogue builder,
where you can create conversation
flows that your AI agents follow when replying to
customers.


Templates
Allows you to create templated
replies that you can reuse across dialogues.


Segments
Allows you to create subsets of your
customer base that you can target in dialogues and
search rules.


Knowledge
Allows you to import knowledge
sources and configure search rules
that your AI agent can use to create AI-generated answers to
questions from customers.


Actions
Allows you to create actions that your AI
agents can perform during conversations with
customers.


Entities
Allows you to create and manage pieces of
information from customer messages that can be used
in dialogues.


Personalization
Allows you to customize your AI agent's
persona, tone of voice, and pronoun formality, create instructions to
influence generative replies, and manage advanced settings for
generative replies.


Conversation logs

Allows you to review the conversations
between your AI agents and customers, including the
messages sent, actions taken, and more.


Settings
AI agent settings
Allows you to configure general settings
for your advanced AI agent, including languages,
operating hours, and more.


CRM integration
Allows you to import data from other CRM platforms, including
Zendesk Support, Zendesk Chat, Sunshine
Conversations, and others.


AI agent management
Create AI agent (Client admin role
only)

Allows you to create advanced AI
agents.



Organization management

User access (Client admin role only)

Allows you to manage user access to
specific AI agents.


Organization management (Client admin role
only)

Allows you to manage your organization name, view all
advanced AI agents in your organization, and generate an API
key.


API integrations

Allows you to use the integration builder
to connect an advanced AI agent to any API or data
source without extended technical or programming
skills.


Custom CRMs

Allows you to create a custom CRM
integration for an advanced AI agent.








Accessing help and resources

From within the AI agents - Advanced add-on, you can quickly access help and
resources.
To access help and resources

In AI agents - Advanced, click the question mark icon (?) in the top-right
corner.
Select one of the following resources:

Visit our knowledge base: Opens the Using AI agents - Advanced
section of the help center, where you can browse all available articles.

What’s new: Opens the What’s new in Zendesk category
of the help center, where you can read monthly roundups of the latest
feature releases.

Status page: Opens the status page, where you can see
the status of the systems powering the AI agents - Advanced add-on.

Chat with us: Opens the widget, where you can ask a question or
raise a support issue with Zendesk customer support.





