Editing and managing custom agents (EAP)

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<p id="docs-hc-snippet" style="display: none;">Custom agents can be updated at any time.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can edit, activate, deactivate, and delete custom agents that automate tasks using AI and predefined workflows. Activate agents when ready to use, deactivate them to pause without deleting, and delete agents you no longer need. Managing custom agents helps maintain and update automated customer support processes effectively.</p>
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<div class="note" id="topic_xw1_ycb_lkc__note_etd_1db_lkc">
<span class="notetitle">Note:</span> Custom agents are currently in an early access program (EAP). To
participate, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10724212443802#topic_xk1_rcp_fjc" target="_blank">Joining the Custom Agents EAP</a>.</div>
<div class="p">Custom agents use a combination of AI, user-defined procedures, and approved
articles, tools, and custom actions to automate complex tasks and resolve customer
issues. After custom agents are created, admins can take the following actions to manage
custom agents and maintain their workflows:<ul class="ul" id="topic_xw1_ycb_lkc__ul_ptz_pgs_fjc">
<li class="li"><a class="xref" href="#topic_jsf_qgs_fjc">Editing custom agents</a></li>
<li class="li"><a class="xref" href="#topic_j4q_wgs_fjc">Activating and deactivating custom agents</a></li>
<li class="li"><a class="xref" href="#topic_t4f_ghs_fjc">Deleting custom agents</a></li>
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<div class="p">Related resources:<ul class="ul" id="topic_xw1_ycb_lkc__ul_jhd_g5b_lkc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10724212443802" target="_blank">Understanding custom agents in
Zendesk</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10724438136858" target="_blank">Creating and using custom agents in
Zendesk</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jsf_qgs_fjc">
<h2 class="title topictitle2" id="ariaid-title2">Editing custom agents</h2>
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<p class="p">Custom agents can be updated at any time.</p>
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<strong class="ph b">To edit a custom agent</strong><ol class="ol" id="topic_jsf_qgs_fjc__ol_itv_sgs_fjc">
<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_jsf_qgs_fjc__image_cl2_lg1_s2c" 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">Agent builder &gt; Custom agents</strong>.</span></li>
<li class="li">Next to the custom agent you want to edit, click the options menu
(<img class="image" id="topic_jsf_qgs_fjc__image_wwk_g3s_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select <strong class="ph b">Edit</strong>.</li>
<li class="li">Make the necessary changes.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_j4q_wgs_fjc">
<h2 class="title topictitle2" id="ariaid-title3">Activating and deactivating custom agents</h2>
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<div class="p">Custom agents are inactive by default. When you're ready to use them, activate
them. If you need to modify a custom agent or temporarily don't need it, you can
deactivate custom agents. They can be re-activated at any time. If you want to
permanently remove a custom agent, you can <a class="xref" href="#topic_t4f_ghs_fjc">delete</a> it.<div class="note">
<span class="notetitle">Note:</span> Action flows that have a hand off step
connected to a custom agent will break if the custom agent is
deactivated.</div>
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<div class="p">
<strong class="ph b">To activate or deactivate a custom agent</strong><ol class="ol" id="topic_j4q_wgs_fjc__ol_bl3_chs_fjc">
<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_j4q_wgs_fjc__image_cl2_lg1_s2c" 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">Agent builder &gt; Custom agents</strong>.</span></li>
<li class="li">Next to the custom agent, click the options menu (<img class="image" id="topic_j4q_wgs_fjc__image_lkh_g3s_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select <strong class="ph b">Activate</strong> or
<strong class="ph b">Deactivate</strong>.</li>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_t4f_ghs_fjc">
<h2 class="title topictitle2" id="ariaid-title4">Deleting custom agents</h2>
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<p class="p">If you no longer need a custom agent, you can delete it. If you might need the
custom agent again in the future, you can <a class="xref" href="#topic_j4q_wgs_fjc">deactivate</a> it instead.</p>
<div class="p">
<strong class="ph b">To delete a custom agent</strong><ol class="ol" id="topic_t4f_ghs_fjc__ol_rqp_4hs_fjc">
<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_t4f_ghs_fjc__image_cl2_lg1_s2c" 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">Agent builder &gt; Custom agents</strong>.</span></li>
<li class="li">Next to the custom agent, click the options menu (<img class="image" id="topic_t4f_ghs_fjc__image_khb_g3s_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select <strong class="ph b">Delete</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete</strong>.</li>
</ol>
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