Creating an AI agent to automatically resolve customer issues (AI agents - Advanced only)


AI agentsinteract with customers on messaging and email channels to resolve issues without human intervention, freeing up your support team to spend more time on more complex issues.


What's my plan?







Add-on

AI agents - Advanced










The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.


This article applies only to customers who
bought AI agents - Advanced before March 10, 2026. Otherwise, see Creating an AI agent to automatically resolve customer
issues.
AI agents interact with customers on messaging and email
channels to resolve issues without human intervention, freeing up your support team to
spend more time on more complex issues.
You must be a client admin in the AI agents workspace to
create an AI agent.
Related article:

Creating an AI agent for the voice channel
(EAP)



Creating an AI agent

You can create an AI agent in the AI agents workspace. By default, all newly created
AI agents use agentic AI, and this cannot be changed.
To create an AI agent



In the AI agents workspace, click
AI agent management in the sidebar, then select Create AI
agent.

In AI agent name, enter a descriptive name for your AI agent.
In Channel, select either Messaging or Email, depending
on what type of channels you want your AI agent to work for.
In Industry, select one of the following options that best fits the
industry the AI agent will be used for:
Airline
Gaming
Telecommunication
E-Commerce
Banking

Other If your exact industry isn't available as an option,
select the closest fit. This setting impacts benchmarks and
other industry-related settings throughout your account.




In Select language, select the language your AI agent should
use.
Tip: You can add more supported languages
later.

In Icon, select an icon that should be associated with the language
you selected.
Click Create.


Your AI agent is created, but it won’t interact with your customers until you connect it to your chosen channels.


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