Activating and managing AI agents

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<p id="docs-hc-snippet" style="display: none;">After youcreate an AI agent, you need to activate it before it can begin interacting with customers on your chosen channels. At any time, you can also manage an AI agent’s channels, or clone or delete it.</p>
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<div class="note attention" id="uni_activating_and_managing__note_lbl_2gc_2jc">
<span class="attentiontitle"></span> Usage of AI agent functionality is measured
through <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a>. Each account includes
an allowance of automated resolutions based on their plan. </div>
<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">create an AI agent</a>, you need to activate it
before it can begin interacting with customers on your chosen channels. At any time, you
can also manage an AI agent’s channels, or clone or delete it. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="uni_activating_and_managing__ul_dhk_zfc_2jc">
<li class="li"><a class="xref" href="#topic_shc_1gc_2jc">Activating an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_gws_1gc_2jc">Managing an AI agent's channels</a></li>
<li class="li"><a class="xref" href="#topic_qp4_lhc_2jc">Editing an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_ns3_bgc_2jc">Cloning an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_th5_bgc_2jc">Deleting an AI agent</a></li>
</ul>
<p class="p">Related article: </p>
<ul class="ul" id="uni_activating_and_managing__ul_tlf_jgc_2jc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282" target="_blank">Getting started with AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_shc_1gc_2jc">
<h2 class="title topictitle2" id="ariaid-title2">Activating an AI agent</h2>
<div class="body">
<div class="note attention" id="topic_shc_1gc_2jc__note_xby_ngc_2jc">
<span class="attentiontitle"></span> This section does not apply to customers
who bought AI agents - Advanced before March 10, 2026. AI agents created by those
customers do not need to be activated. </div>
<p class="p">Activating an AI agent makes it live for customers on the channels you choose. You
might have activated an AI agent during the creation process, or you might have
saved its configuration without activating it yet. </p>
<p class="p"><strong class="ph b">To activate an AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_shc_1gc_2jc__ol_avk_pgc_2jc">
<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_shc_1gc_2jc__d8e25" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_dashboard_icon.png">
<strong class="ph b">Dashboard</strong> in the sidebar.</span></li>
<li class="li">In the list of AI agents, hover over an AI agent with the status <em class="ph i">Ready to
activate</em> and click <strong class="ph b">Activate</strong>.<p class="p"><img class="image" id="topic_shc_1gc_2jc__image_tq3_bhc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_activate_button.png" width="600"></p>
<p class="p">The <em class="ph i">Manage your
channels</em> dialog opens.</p>
<p class="p"><img class="image" id="topic_shc_1gc_2jc__image_pyg_chc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_activate_manage_channels.png" width="600"></p>
</li>
<li class="li">
<p class="p">Select the channels you want the AI agent to interact with customers on.
</p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.<p class="p">Your AI agent is now live on your selected
channels. </p>
</li>
</ol>
<div class="note" id="topic_shc_1gc_2jc__note_cnf_5gc_2jc">
<span class="notetitle">Note:</span> To deactivate an AI agent, <a class="xref" href="#topic_gws_1gc_2jc">use the Manage channels
option</a> to deselect the channel you no longer want it to work on.
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gws_1gc_2jc">
<h2 class="title topictitle2" id="ariaid-title3">Managing an AI agent's channels</h2>
<div class="body">
<div class="note attention" id="topic_gws_1gc_2jc__note_xbr_dhc_2jc">
<span class="attentiontitle"></span> This section does not apply to customers
who bought AI agents - Advanced before March 10, 2026. Instead, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834" target="_blank">this article</a> for messaging AI agents or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750858010" target="_blank">this article</a> for email AI agents.</div>
<p class="p">At any time, you can manage the channels that your AI agent is live on. Only one AI
agent can be active on a channel at a time. </p>
<p class="p">If you initially created an AI agent for messaging channels, you can’t later activate
it on email (including API or web form) channels, and vice versa. </p>
<p class="p">For messaging AI agents only: When you select channels for an AI agent, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834#topic_k4b_q4j_jhc" target="_blank">routing rules</a> are automatically created.
Routing rules determine which AI agent should respond on a given channel, and apply
only to messaging channels, not email. </p>
<p class="p"><strong class="ph b">To manage an AI agent’s channels</strong></p>
<div class="p">
<ol class="ol" id="topic_gws_1gc_2jc__ol_v5v_hhc_2jc">
<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_gws_1gc_2jc__d8e25" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_dashboard_icon.png">
<strong class="ph b">Dashboard</strong> in the sidebar.</span></li>
<li class="li">In the list of AI agents, hover over the AI agent you want to manage
channels for. </li>
<li class="li">Click the options menu (<img class="image" id="topic_gws_1gc_2jc__image_tn2_qhc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Manage channels</strong>.<p class="p">The
<em class="ph i">Manage your channels</em> dialog opens.</p>
<p class="p"><img class="image" id="topic_gws_1gc_2jc__image_ih5_13c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_manage_channels.png" width="500"></p>
<ul class="ul" id="topic_gws_1gc_2jc__ol_dch_shc_2jc">
<li class="li">If a channel is selected, it means the AI agent is already live on
that channel. </li>
<li class="li">If a channel is deselected, it means the AI agent isn’t currently
live on that channel, but it’s available to be added. </li>
<li class="li">If a channel already has an active AI agent, you can’t add another
one. You must first deactivate the active AI agent by managing its
channels before you can activate another.<p class="p"><img class="image" id="topic_gws_1gc_2jc__image_xbl_b3c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_manage_channels_already_connected.png" width="500"></p>
</li>
<li class="li">(Messaging AI agents only) If you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834#topic_k4b_q4j_jhc" target="_blank">modified the AI agent’s routing
rules</a>, you can no longer manage the AI agent’s channels
through this menu.<p class="p"><img class="image" id="topic_gws_1gc_2jc__image_wzn_c3c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_manage_channels_routing_rules.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">Select or deselect the channels as needed. </li>
<li class="li">Click <strong class="ph b">Save changes</strong>.<p class="p">Your AI agent is now live on your selected
channels.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qp4_lhc_2jc">
<h2 class="title topictitle2" id="ariaid-title4">Editing an AI agent</h2>
<div class="body">
<div class="note attention" id="topic_qp4_lhc_2jc__note_gnw_q3c_2jc">
<span class="attentiontitle"></span> This section does not apply to customers
who bought AI agents - Advanced before March 10, 2026. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756721178" target="_blank">this article</a> instead.</div>
<p class="p">You can make updates to an AI agent as needed. </p>
<p class="p"><strong class="ph b">To edit an AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_qp4_lhc_2jc__ol_cdm_m3c_2jc">
<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_qp4_lhc_2jc__d8e25" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_dashboard_icon.png">
<strong class="ph b">Dashboard</strong> in the sidebar.</span></li>
<li class="li">In the list of AI agents, hover over the AI agent you want to edit. </li>
<li class="li">Click the options menu (<img class="image" id="topic_qp4_lhc_2jc__image_n5m_43c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Edit configuration</strong>.<p class="p">You’re
taken to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756721178" target="_blank">General settings page</a>. From
here, you can make changes to the AI agent’s basic details, or else
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">navigate elsewhere in the AI agents
workspace</a> to make additional updates to the AI agent’s
configuration. </p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ns3_bgc_2jc">
<h2 class="title topictitle2" id="ariaid-title5">Cloning an AI agent</h2>
<div class="body">
<p class="p">You can clone an existing AI agent. This is helpful if you want to use it as a
starting point for a new AI agent in the same environment, or if you want to copy an
AI agent between your production and sandbox environments.</p>
<p class="p">Only AI agents with a status of "Ready to activate" or "Active" can be cloned.</p>
<p class="p">Cloning an AI agent produces a copy of the original that contains the following:</p>
<div class="p">
<ul class="ul" id="topic_ns3_bgc_2jc__ul_cbj_gqz_ckc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Use cases</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Procedures</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Configured actions</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">API integrations</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Templates</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Search rules</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Knowledge sources</p>
<p class="p">The authentication tokens for knowledge sources also carry over, so
sources are usable immediately without re-authentication.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Segments</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Entities</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Personalization settings (including identity and tone of
voice)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Languages</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Settings</p>
</li>
</ul>
</div>
<p class="p">The following are known limitations:</p>
<ul class="ul" id="topic_ns3_bgc_2jc__ul_kvj_ljp_dkc">
<li class="li">Import frequency and auto-refresh settings aren't cloned. Reconfigure these
settings manually in the cloned AI agent.</li>
<li class="li">Custom actions and action flows aren't cloned. You must recreate them manually
in the target environment, then reconnect them to any procedures or dialogues
that use them in the cloned AI agent.</li>
<li class="li">Help center content isn't cloned. Cloning an AI agent doesn't clone help center
content. You must connect the help center in the target environment
manually.</li>
</ul>
<p class="p"><strong class="ph b">To clone an AI agent</strong></p>
<div class="p">
<ol class="ol">
<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</a>, click <img class="image" id="topic_ns3_bgc_2jc__d8e80" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_organization_management_icon.png">
<strong class="ph b">Organization management</strong> in the sidebar, then select <strong class="ph b">Organization
management</strong>.</span><p class="p">You can also select the option to clone an agent from the options
menu on the main dashboard.</p>
</li>
<li class="li">In the AI agents list, find the AI agent you want to clone. </li>
<li class="li">Click the <strong class="ph b">Duplicate</strong> (<img class="image" id="topic_ns3_bgc_2jc__image_yys_sjc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/duplicate_icon.png">) icon.<p class="p">A dialog appears.</p>
<p class="p"><img class="image" id="topic_ns3_bgc_2jc__image_gpb_sjc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_cloning_ai_agent.png" width="500"></p>
</li>
<li class="li">In <strong class="ph b">AI agent name</strong>, enter a name for the cloned AI agent. </li>
<li class="li">In <strong class="ph b">Select organization</strong>, select the organization you want to clone the
AI agent to (either your production or sandbox environment). </li>
<li class="li">Click <strong class="ph b">Duplicate</strong>. <p class="p">The duplicated AI agent will appear in the target
organization with a state of "Setup Incomplete".</p>
<p class="p">If you clone an
AI agent from one environment to another (for example, from sandbox to
production), the cloned AI agent might not appear in the AI agents list
right away. Refresh the page or sign out and sign back in to see
it.</p>
</li>
<li class="li">Click the <strong class="ph b">continue setup</strong> link. <p class="p">The <strong class="ph b">Select a brand</strong> dialog
appears. </p>
</li>
<li class="li">
<p class="p">Select a brand the cloned AI agent will be connected with and click
<strong class="ph b">Done</strong>. </p>
<p class="p">The state of the AI agent changes to Ready to activate.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_th5_bgc_2jc">
<h2 class="title topictitle2" id="ariaid-title6">Deleting an AI agent</h2>
<div class="body">
<p class="p">You can delete an AI agent if you no longer need it. Deleting an AI agent deletes any
AI agent–specific settings or personalization, but it doesn’t delete content shared
with other AI agents, such as API integrations. You must be a client admin with
access to the AI agent to be able to delete it. </p>
<div class="p">For messaging AI agents only: An AI agent can’t be deleted if any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834#topic_k4b_q4j_jhc" target="_blank">routing rules</a> are currently assigned to
it. You must remove any routing rules assigned to the AI agent, including the
Fallback rule, before you can delete it.<div class="note important" id="topic_th5_bgc_2jc__note_t51_wjc_2jc">
<span class="importanttitle">Important:</span> Deleting an AI agent is permanent and cannot be undone. Make sure you no longer
need the AI agent before deleting it. </div>
</div>
<p class="p">You can delete an AI agent from the Dashboard or from Organization management. </p>
<div class="p">
<strong class="ph b">To delete an AI agent from the Dashboard</strong><div class="note attention" id="topic_th5_bgc_2jc__note_pwy_xjc_2jc">
<span class="attentiontitle"></span> These instructions don't apply to customers who bought AI
agents - Advanced before March 10, 2026.</div>
</div>
<div class="p">
<ol class="ol" id="topic_th5_bgc_2jc__ol_x4p_xjc_2jc">
<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_th5_bgc_2jc__d8e25" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_dashboard_icon.png">
<strong class="ph b">Dashboard</strong> in the sidebar.</span></li>
<li class="li">In the list of AI agents, hover over the AI agent you want to delete. </li>
<li class="li">Click the options menu (<img class="image" id="topic_th5_bgc_2jc__image_ptk_dkc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Delete</strong>. </li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete agent</strong>.<p class="p"><img class="image" id="topic_th5_bgc_2jc__image_rzl_4kc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_delete_ai_agent_dashboard.png" width="450"></p>
<p class="p">The AI agent is
permanently deleted.</p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To delete an AI agent from Organization management</strong></p>
<div class="p">
<ol class="ol" id="topic_th5_bgc_2jc__ol_ud4_bkc_2jc">
<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</a>, click <img class="image" id="topic_th5_bgc_2jc__d8e80" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_organization_management_icon.png">
<strong class="ph b">Organization management</strong> in the sidebar, then select <strong class="ph b">Organization
management</strong>.</span></li>
<li class="li">In the AI agents list, find the AI agent you want to delete. </li>
<li class="li">Click the <strong class="ph b">Delete</strong> (<img class="image" id="topic_th5_bgc_2jc__image_dhz_hkc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_reset_query.png">) icon.<p class="p">A dialog appears.</p>
<p class="p"><img class="image" id="topic_th5_bgc_2jc__image_ulb_jkc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_delete_ai_agent.png" width="450"></p>
</li>
<li class="li">In the text field, enter the name of the AI agent exactly as it
appears.<p class="p">The name must have the exact same casing and
spacing.</p>
<p class="p"><img class="image" id="topic_th5_bgc_2jc__image_wgm_jkc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_delete_ai_agent_confirm.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Confirm</strong>.<p class="p">The AI agent is permanently deleted.</p>
</li>
</ol>
</div>
</div>
</div>
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