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

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<td>AI agents - Advanced</td>
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<div class="note attention" id="adv_creating_ai_agent__note_lkl_l12_fhc">
<span class="attentiontitle"></span> This article applies only to customers who
bought AI agents - Advanced before March 10, 2026. Otherwise, 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>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents</a> 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. </p>
<p class="p">You must be a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_thq_lnf_dgc" target="_blank">client admin in the AI agents workspace</a> to
create an AI agent.</p>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nyf_s12_fhc">
<h2 class="title topictitle2" id="ariaid-title2">Creating an AI agent</h2>
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<p class="p">You can create an AI agent in the AI agents workspace. By default, all newly created
AI agents use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">agentic AI</a>, and this cannot be changed.</p>
<p class="p"><strong class="ph b">To create an AI agent</strong></p>
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<ol class="ol" id="topic_nyf_s12_fhc__ol_y5p_w12_fhc">
<li class="li">
<span class="ph">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>, click <img class="image" id="topic_nyf_s12_fhc__image_v4z_lxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_management_icon.png">
<strong class="ph b">AI agent management</strong> in the sidebar, then select <strong class="ph b">Create AI
agent</strong>.</span><p class="p"><img class="image" id="topic_nyf_s12_fhc__image_svs_dc2_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ai_agent.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">AI agent name</strong>, enter a descriptive name for your AI agent. </li>
<li class="li">In <strong class="ph b">Channel</strong>, select either <strong class="ph b">Messaging</strong> or <strong class="ph b">Email</strong>, depending
on what type of channels you want your AI agent to work for. </li>
<li class="li">In <strong class="ph b">Industry</strong>, select one of the following options that best fits the
industry the AI agent will be used for: <ul class="ul" id="topic_nyf_s12_fhc__ol_s2k_gc2_fhc">
<li class="li"><strong class="ph b">Airline </strong></li>
<li class="li"><strong class="ph b">Gaming </strong></li>
<li class="li"><strong class="ph b">Telecommunication </strong></li>
<li class="li"><strong class="ph b">E-Commerce </strong></li>
<li class="li"><strong class="ph b">Banking </strong></li>
<li class="li">
<strong class="ph b">Other </strong><p class="p">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.
</p>
</li>
</ul>
</li>
<li class="li">In <strong class="ph b">Select language</strong>, select the language your AI agent should
use.<div class="note tip" id="topic_nyf_s12_fhc__note_qqh_jc2_fhc">
<span class="tiptitle">Tip:</span> You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714" target="_blank">add more supported languages</a>
later. </div>
</li>
<li class="li">In <strong class="ph b">Icon</strong>, select an icon that should be associated with the language
you selected. </li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
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<p class="p">Your AI agent is created, but it won’t interact with your customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282#topic_tn3_bd2_fhc" target="_blank">connect it to your chosen channels</a>.</p>
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