Creating an AI agent to automatically resolve customer issues (Legacy)

<body>
<p id="docs-hc-snippet" style="display: none;">AI agentsinteract with customers on messaging, email, API, and web form channels to resolve issues without human intervention. You can create an AI agent that responds to your customers in a conversational manner using information sourced from your existing help center.</p>
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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Create AI agents to handle customer inquiries on messaging, email, API, and web form channels without human intervention. Use your existing help center content to provide automated responses. Customize the agent's tone and brand, and test before publishing. You can also clone or delete agents as needed. Ensure proper permissions for restricted content access based on customer authentication.</p>
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<div class="p">
<div class="note attention" id="topic_wzp_zpd_krb__note_zzj_qnd_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that was previously
made available as part of AI agents - Essential. As of May 11, 2026, AI agents -
Essential is considered legacy functionality. On December 10, 2026, this
functionality will no longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span> For current functionality, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">Creating an AI agent to automatically resolve
customer issues</a>.</div>
</div>
<p class="p" id="topic_wzp_zpd_krb__note_owy_qnb_hbc"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents</a> interact with customers on
messaging, email, API, and web form channels to resolve issues without human
intervention. You can create an AI agent that responds to your customers in a
conversational manner using information sourced from your existing help center. </p>
<p class="p">You must be an admin in both Support and Knowledge to create an AI agent. </p>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic_wzp_zpd_krb__ul_nq5_3qd_krb">
<li class="li"><a class="xref" href="#topic_vb2_ynd_f2c">About AI agents for messaging, email, API, and web form</a></li>
<li class="li"><a class="xref" href="#topic_dw4_xnd_f2c">Creating an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_rts_jfr_r5b">Cloning an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_r5b_xnm_dgc">Deleting an AI agent</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_wzp_zpd_krb__ul_ucq_4ql_dgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447052708762" target="_blank">Viewing and configuring settings for AI
agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">Publishing an AI agent to make it live for
customers</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vb2_ynd_f2c">
<h2 class="title topictitle2" id="ariaid-title2">About AI agents for messaging, email, API, and web form</h2>
<div class="body">
<p class="p">If you have an active help center, AI agents deliver automated, AI-generated answers
in response to customer requests, with information from your own trusted help center
content. </p>
<p class="p">If you’re using restricted help center content, AI agent responses respect the
article view permissions, which means: </p>
<ul class="ul" id="topic_vb2_ynd_f2c__ul_awl_qcc_j3c">
<li class="li">If the customer is authenticated, the AI agent can use relevant restricted
articles to generate its response. </li>
<li class="li">If the customer is unauthenticated, the AI agent can use only public articles to
generate its response. </li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8087943201306" target="_blank">Using restricted help center content in AI agent
responses</a>. </p>
<p class="p">The customer experience of an AI agent depends on the channel: </p>
<ul class="ul" id="topic_vb2_ynd_f2c__ul_gjf_tcc_j3c">
<li class="li"><a class="xref" href="#topic_icv_scc_j3c">Understanding the customer experience for AI agents on the messaging channel</a></li>
<li class="li"><a class="xref" href="#topic_gkx_5cc_j3c">Understanding the customer experience for AI agents on the email and API channels</a></li>
<li class="li"><a class="xref" href="#topic_ppr_xcc_j3c">Understanding the customer experience for AI agents on the web form channel</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_icv_scc_j3c">
<h3 class="title topictitle3" id="ariaid-title3">Understanding the customer experience for AI agents on the messaging channel</h3>
<div class="body">
<p class="p">On messaging, the customer engages with the AI agent through the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500748175258" target="_blank">embedded Web Widget</a> in your help
center or website. The AI agent first greets the customer with the message
defined in its <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8774095741466#topic_z34_zcd_f2c" target="_blank">greeting message</a>.</p>
<p class="p"><img class="image" id="topic_icv_scc_j3c__image_bym_tdc_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_coffee_example.png" width="250"></p>
<p class="p">When the customer sends a message, the AI agent responds in one of the following
ways: </p>
<ul class="ul" id="topic_icv_scc_j3c__ul_nks_ddc_j3c">
<li class="li">If the customer asks a question that can be answered with content from your
help center or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9521463831578" target="_blank">other connected knowledge source</a>,
the AI agent responds with a generative AI answer based on the relevant
content. Links to the source articles are included below the response. </li>
<li class="li">If the customer asks a question that the AI agent can’t answer, the AI agent
responds with the answer defined in its <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8774095741466#topic_b5p_bdd_f2c" target="_blank">fallback response</a>. </li>
<li class="li">If the customer sends a small-talk message (“Hi, how are you?”), the AI
agent replies with a generative AI small-talk message for a natural,
conversational feel. </li>
</ul>
<p class="p">When the AI agent sends a response based on help center content, it also sends a
request for feedback (“Was this helpful? Yes/No”). The customer can click the
feedback buttons to indicate whether the AI agent solved their issue. You can
customize how the AI agent responds to the customer’s feedback in the AI agent’s
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8774095741466#topic_q5m_1dd_f2c" target="_blank">response to customer feedback message</a>
(for example, allowing the customer to escalate to a human agent if they still
need help). </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_gkx_5cc_j3c">
<h3 class="title topictitle3" id="ariaid-title4">Understanding the customer experience for AI agents on the email and API channels</h3>
<div class="body">
<p class="p">On email and API channels, the customer engages with the AI agent by emailing one
of your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842868506" target="_blank">support email addresses</a>. The AI agent
sends a reply email containing a generative AI response based on relevant help
center content, including direct links to the articles.</p>
<p class="p"><img class="image" id="topic_gkx_5cc_j3c__image_i2z_b2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_email_example_feedback.png" width="400"></p>
<p class="p">The AI agent’s response also includes feedback buttons that the customer can
click to indicate whether the AI agent solved their issue. If the customer
clicks <em class="ph i">Yes, solve my request</em>, a browser opens and asks customers to
confirm that their request was solved.</p>
<p class="p"><img class="image" id="topic_gkx_5cc_j3c__image_ims_k2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_ai_agent_confirm_solve.png" width="400"></p>
<p class="p">If the customer clicks <em class="ph i">Solve request</em>, the ticket is solved, and an
internal note is added to the ticket.</p>
<p class="p"><img class="image" id="topic_gkx_5cc_j3c__image_tf5_l2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_ai_agent_marked_solved.png" width="400"></p>
<p class="p">If the customer clicks <em class="ph i">No, I still need help</em>, a browser opens and asks
them to confirm they still need help.</p>
<p class="p"><img class="image" id="topic_gkx_5cc_j3c__image_jgk_m2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_ai_agent_confirm_support.png" width="400"></p>
<p class="p">If they click <em class="ph i">Request support</em>, an internal note is added to the ticket,
and the ticket is escalated to a human agent.</p>
<p class="p"><img class="image" id="topic_gkx_5cc_j3c__image_r33_n2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_ai_agent_marked_not_helpful.png" width="400"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ppr_xcc_j3c">
<h3 class="title topictitle3" id="ariaid-title5">Understanding the customer experience for AI agents on the web form channel</h3>
<div class="body">
<div class="note" id="topic_ppr_xcc_j3c__note_f4h_bsx_l3c">
<span class="notetitle">Note:</span> AI agents on the web form channel work only on help
centers with the Copenhagen theme version 4.24.0 or above.</div>
<p class="p">On the web form channel, the customer engages with the AI agent by submitting one
of your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882701338" target="_blank">configured ticket forms</a>.</p>
<p class="p"><img class="image" id="topic_ppr_xcc_j3c__image_vpt_w2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_web_form_ai_agent_form.png" width="400"></p>
<p class="p">Within the same browser tab, a dialog appears as the AI agent processes the
customer’s question.</p>
<p class="p"><img class="image" id="topic_ppr_xcc_j3c__image_rcm_x2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_web_form_ai_agent_processing.png" width="400"></p>
<p class="p">After a moment, the AI agent responds with a generative AI answer based on
relevant help center content. The customer can click <em class="ph i">View sources</em> to see
which articles were used to generate the answer.</p>
<p class="p"><img class="image" id="topic_ppr_xcc_j3c__image_xtc_y2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_web_form_ai_agent_example.png" width="400"></p>
<p class="p">The AI agent’s response also includes feedback buttons that the customer can
click to indicate whether the AI agent solved their issue. If the customer
clicks <em class="ph i">This helped, solve my request</em>, the ticket is solved, and an
internal note is added to the ticket. </p>
<p class="p">If the customer clicks <em class="ph i">I still need help</em>, or if the AI agent can’t answer
the customer’s question, the ticket is escalated to a human agent.</p>
<p class="p"><img class="image" id="topic_ppr_xcc_j3c__image_mjs_y2c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_web_form_ai_agent_escalation.png" width="400"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_dw4_xnd_f2c">
<h2 class="title topictitle2" id="ariaid-title6">Creating an AI agent</h2>
<div class="body">
<p class="p">Creating an AI agent means you’re adding the ability to use the AI agent as a
responder for that channel. Until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">add an AI agent to a specific channel and publish it</a>,
the default response remains active for that channel.</p>
<p class="p">These instructions assume you've already created a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827701530" target="_blank">messaging</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4887918604058" target="_blank">email</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889192858" target="_blank">API</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882701338" target="_blank">web form</a> channel. </p>
<p class="p"><strong class="ph b">To create an AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_dw4_xnd_f2c__ol_itw_44d_f2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_dw4_xnd_f2c__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create AI agent</strong>. <p class="p">The Create an AI agent page
opens.</p>
<p class="p"><img class="image" id="topic_dw4_xnd_f2c__image_vxx_rsl_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_create_ai_agent.png" width="500"></p>
</li>
<li class="li">In <strong class="ph b">Name</strong>, enter a name for the AI agent. <p class="p">This name appears at the
top of the Web Widget in messaging conversations and as the sender in
emails. Choose a name that makes it clear customers are not talking to a
human. </p>
</li>
<li class="li">Select a <strong class="ph b">Tone of voice</strong>: <ul class="ul" id="topic_dw4_xnd_f2c__ol_epq_rrl_dgc">
<li class="li">
<strong class="ph b">Professional</strong>: (Default) A polite and direct tone. </li>
<li class="li">
<strong class="ph b">Informal</strong>: A casual and friendly tone. </li>
<li class="li">
<strong class="ph b">Enthusiastic</strong>: An upbeat and friendly tone. </li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Brand</strong> drop-down, select a brand to apply to the AI
agent.<p class="p"><img class="image" id="topic_dw4_xnd_f2c__image_njf_tsl_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_create_ai_agent_brand.png" width="500"></p>
<p class="p">If the help center for
the brand you selected is not active, you’ll see an error message with a
link to the help center that needs to be activated before you can
proceed. </p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">A test version of your AI agent appears.</p>
<p class="p"><img class="image" id="topic_dw4_xnd_f2c__image_dyl_vsl_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_create_ai_agent_test.png" width="500"></p>
</li>
<li class="li">Test your AI agent to be sure it performs the way you expect. <p class="p">For help,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9462994470810" target="_blank">Testing an AI agent before publishing
it for customers</a>. </p>
</li>
<li class="li">Choose your next step: <ul class="ul" id="topic_dw4_xnd_f2c__ol_g3z_vrl_dgc">
<li class="li">Click <strong class="ph b">Advanced settings</strong> to configure additional settings that
affect the AI agent’s behavior. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447052708762" target="_blank">Viewing and configuring settings
for AI agents</a>.</li>
<li class="li">Click <strong class="ph b">Go to publish</strong> to publish the AI agent. The AI agent
won’t be available to customers until it’s published. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">Publishing an AI agent to make it
live for customers</a>.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_rts_jfr_r5b">
<h2 class="title topictitle2" id="ariaid-title7">Cloning an AI agent</h2>
<div class="body">
<div class="p"><div class="div">
<p class="p">You can clone an existing AI agent, then use it as the starting point for
building a new one.</p>
<p class="p"><strong class="ph b">To clone an AI agent</strong></p>
<ol class="ol" id="topic_rts_jfr_r5b__ol_kwj_vfr_r5b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rts_jfr_r5b__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Find the AI agent you want to clone. </li>
<li class="li">Click the AI agent's options menu (<img class="image" id="topic_rts_jfr_r5b__image_pbc_hsl_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Clone</strong>.<p class="p">The AI agent is
copied and added to the end of your AI agent list. It has the same
name as the original AI agent, appended with "(copy)".</p>
</li>
<li class="li">Choose your next step: <ul class="ul" id="topic_rts_jfr_r5b__ol_xtc_gsl_dgc">
<li class="li">Configure additional settings that affect the AI agent’s
behavior. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447052708762" target="_blank">Viewing and configuring
settings for AI agents</a>.</li>
<li class="li">Publish the AI agent. The AI agent won’t be available to
customers until it’s published. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">Publishing an AI agent to
make it live for customers</a>.</li>
</ul>
</li>
</ol>
</div></div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_r5b_xnm_dgc">
<h2 class="title topictitle2" id="ariaid-title8">Deleting an AI agent</h2>
<div class="body">
<div class="p">If you’re no longer using an AI agent and don’t plan on using it in the future, you
can delete it. When you delete an AI agent, any connected channels revert to their
default response settings.<div class="note important" id="topic_r5b_xnm_dgc__note_bpc_b4m_dgc">
<span class="importanttitle">Important:</span> Deleting an
AI agent cannot be undone. </div>
</div>
<p class="p"><strong class="ph b">To delete an AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_r5b_xnm_dgc__ol_slq_ynm_dgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_r5b_xnm_dgc__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Find the AI agent you want to delete. </li>
<li class="li">Click the AI agent’s options menu (<img class="image" id="topic_r5b_xnm_dgc__image_npg_14m_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Delete</strong>. </li>
<li class="li">In the confirmation dialog, review the information and click
<strong class="ph b">Delete</strong>.<p class="p"><img class="image" id="topic_r5b_xnm_dgc__image_odn_24m_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_delete_ai_agent.png" width="500"></p>
<p class="p">The AI agent is removed
from the list. </p>
</li>
</ol>
</div>
</div>
</div>
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const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
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