Configuring an AI agent's brand and channels (Legacy)

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<p id="docs-hc-snippet" style="display: none;">After youcreate an AI agent, you can configure which brand and channels it’s associated with.</p>
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<div class="note attention" id="ai_agents_brands_channels__note_ic3_jbt_dgc">
<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">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">create an AI agent</a>, you can configure which
brand and channels it’s associated with. </p>
<ul class="ul" id="ai_agents_brands_channels__ul_ss3_4bt_dgc">
<li class="li">
<strong class="ph b">The brand</strong> determines which help center your AI agent uses to create
generative replies in response to customer questions. </li>
<li class="li">
<strong class="ph b">The channels</strong> determine where your AI agent is able to interact with
customers. </li>
</ul>
<p class="p">You must be an admin to configure an AI agent’s brand and channels. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="ai_agents_brands_channels__ul_vym_5bt_dgc">
<li class="li"><a class="xref" href="#topic_lnq_mbt_dgc">Configuring which brand's help center an AI agent uses</a></li>
<li class="li"><a class="xref" href="#topic_bmj_nbt_dgc">Configuring which channels an AI agent is available on</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="ai_agents_brands_channels__ul_my2_5bt_dgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9521463831578" target="_blank">Connecting external content sources to an AI
agent to power AI-generated answers</a></li>
<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>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lnq_mbt_dgc">
<h2 class="title topictitle2" id="ariaid-title2">Configuring which brand's help center an AI agent uses</h2>
<div class="body">
<p class="p">The brand associated with an AI agent determines which help center it uses to create
generative replies. You picked a brand for your AI agent when you created it, but
you can update the brand at any time. </p>
<p class="p"><strong class="ph b">To update an AI agent’s brand</strong></p>
<div class="p">
<ol class="ol" id="topic_lnq_mbt_dgc__ol_xmp_tbt_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_lnq_mbt_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">Click the name of the AI agent you want to update. </li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab. </li>
<li class="li">Click the <strong class="ph b">Brand and channels</strong> section to expand it. </li>
<li class="li">Under <strong class="ph b">Brand</strong>, click the drop-down and select the brand the AI agent
should be associated with.<p class="p"><img class="image" id="topic_lnq_mbt_dgc__image_egr_pct_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_brand_configure.png" width="500"></p>
</li>
<li class="li">(Optional) Select <strong class="ph b">Always show title and preview for restricted
articles</strong> if you want unauthenticated users to see a title and short
snippet of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8087943201306" target="_blank">restricted help center
articles</a>.<div class="note" id="topic_lnq_mbt_dgc__note_oqd_pwv_s3c">
<span class="notetitle">Note:</span> This setting appears only if
you had any drafted or published AI agents as of February 2,
2025.</div>
</li>
</ol>
</div>
<p class="p">Your changes are automatically saved, but updates to the AI agent’s brand won’t be
presented to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bmj_nbt_dgc">
<h2 class="title topictitle2" id="ariaid-title3">Configuring which channels an AI agent is available on</h2>
<div class="body">
<p class="p">The first time you publish an AI agent, you select the channels it’s associated with.
However, at any time you can update which channels an AI agent is available to
customers on. You can select only channels that are associated with the <a class="xref" href="#topic_lnq_mbt_dgc">AI agent’s brand</a>. </p>
<p class="p"><strong class="ph b">To configure an AI agent’s channels</strong></p>
<div class="p">
<ol class="ol" id="topic_bmj_nbt_dgc__ol_yyf_sct_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_bmj_nbt_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">Click the name of the AI agent you want to update. </li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab. </li>
<li class="li">Click the <strong class="ph b">Brand and channels</strong> section to expand it. </li>
<li class="li">In the <strong class="ph b">Messaging</strong> and <strong class="ph b">Email and web form</strong> sections, select one
or more channels the AI agent should be available on.<div class="note" id="topic_bmj_nbt_dgc__note_sqg_wrq_jhc">
<span class="notetitle">Note:</span> When you enable an email or web form channel for a
brand, the API channel is automatically enabled as well.</div>
<p class="p"><img class="image" id="topic_bmj_nbt_dgc__image_yzw_yct_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_channels_configure.png" width="500"></p>
</li>
</ol>
</div>
<p class="p">Your changes are automatically saved, but updates to the AI agent’s channels won’t be
presented to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>. </p>
<p class="p">For more information about what happens when you publish an AI agent to selected
channels, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">About publishing AI agents</a>.</p>
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