Differences in AI agent functionality on social messaging channels (Legacy)

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<p id="docs-hc-snippet" style="display: none;">You cancreate an AI agentandadd it to your messaging channels, including web, mobile, and social channels. However, AI agents on social messaging channels have the following differences in functionality as compared to web and mobile channels:</p>
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<div class="note attention" id="topic_ot2_m1q_ypb__note_vjj_23f_g2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. 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>
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<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">create an AI agent</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9543022336794" target="_blank">add it to your messaging channels</a>, including web, mobile,
and social channels. However, AI agents on social messaging channels have the following
differences in functionality as compared to web and mobile channels:</p>
<ul class="ul" id="topic_ot2_m1q_ypb__ul_h4d_3wc_3qb">
<li class="li">
<strong class="ph b">Greetings.</strong> On social channels, the AI agent is not able to send the greeting
message to begin a conversation. The user must speak first, and then the AI agent
will follow normal behavior when receiving a free-text message and attempt to find a
conversational shortcut.</li>
<li class="li">
<strong class="ph b">Automatic translations</strong>. Social messaging channels do not pass the locale, so
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842754202#topic_ddp_kcj_bpb" target="_blank">automatic translation</a> for AI agent
messages, text, links, variables, and so on, is not available for a social messaging
AI agent.</li>
<li class="li">
<strong class="ph b">Language support.</strong> Social messaging AI agents automatically detect a user's
language based on the following information provided by the Sunshine Conversations
platform (determined in order): <ul class="ul" id="topic_ot2_m1q_ypb__ul_nfk_wgf_3fc">
<li class="li">Locale or language information sent by the source channel.</li>
<li class="li">The content of the user’s messages.</li>
<li class="li">The Zendesk account’s locale.<p class="p">If none of these can be determined, the AI
agent sends messages in English.</p>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Quick reply options experience</strong>. (Applies to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents#topic_zps_zmk_f2c:~:text=Legacy%20AI%20agent%20functionality" target="_blank">legacy AI agent functionality</a>.) For
channels like WeChat, Instagram, and X (formerly known as Twitter), quick reply
options aren't supported, and will degrade to a text-based experience to list the
options for the user. The AI agent will say “You can say” followed by the options
configured in bot builder. The AI agent can't be configured per channel at this
stage and will be enabled across all Zendesk integrated social channels, including
Sunshine Conversation integrations. <div class="note" id="topic_ot2_m1q_ypb__note_qjz_s45_dgc">
<span class="notetitle">Note:</span> Quick reply options
are currently available on WhatsApp using <a class="xref" href="https://docs.smooch.io/guide/structured-messages/#reply-buttons" target="_blank">Sunshine Conversations integrations</a>. </div>
</li>
<li class="li">
<strong class="ph b">Intent characters limitation</strong>. (Applies to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents#topic_zps_zmk_f2c:~:text=Legacy%20AI%20agent%20functionality" target="_blank">legacy AI agent functionality</a>.) The AI
agent intent title and the presented options for social media have to fit the limit
of 20 characters. </li>
<li class="li">
<strong class="ph b">Authentication and messaging metadata variables</strong>. (Applies to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents#topic_zps_zmk_f2c:~:text=Legacy%20AI%20agent%20functionality" target="_blank">legacy AI agent functionality</a>.) <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">Messaging authentication</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5314129059482" target="_blank">messaging metadata variables</a> are only available for the
Web Widget and mobile SDK channels.</li>
</ul>
<p class="p">For a summary of all social channel capabilities, see <a class="xref" href="https://docs.smooch.io/guide/channel-capabilities/" target="_blank">Sunshine
Conversations: Channel capabilities</a>.</p>
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