Creating custom agents in Zendesk (EAP)


After an adminturns onthe agent builder, they can create custom agents that use a combination of AI, user-defined procedures, and approved articles, tools, and custom actions to automate complex tasks and resolve customer issues. The procedures are simple step-by-step instructions that tell the custom agent what to do and how to perform the necessary tasks.


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Summary: ◀▼
You can create custom AI agents using simple procedures, approved articles, and actions to automate specific support tasks. Define clear step-by-step instructions, inputs, and outputs to guide the agent's workflow. Manage agents by editing, activating, deactivating, or deleting them as needed. Custom agents help streamline complex customer issue resolution by combining AI with your tailored processes and resources.





Note: Custom agents are currently in an early access program (EAP). To participate, see
Joining the Custom Agents EAP.
After an admin turns on the agent builder, they can create
custom agents that use a combination of AI, user-defined procedures, and approved
articles, tools, and custom actions to automate complex tasks and resolve customer
issues. The procedures are simple step-by-step instructions that tell the custom agent
what to do and how to perform the necessary tasks.
This article contains the following topics:
Creating custom agents
Understanding procedures
Editing and managing custom agents




Creating custom agents

Admins can create custom agents with user-defined procedures and access to specific
articles, tools, and custom actions. Custom agents should be task-oriented and
focused rather than generic.
Admins can create a maximum of 100 custom agents per account. The procedures for each
agent shouldn't exceed 10,000 characters.

To create a custom agent
In Admin Center, click
AI in the sidebar, then select Agent builder > Custom agents.
Enter a unique and identifiable Name for the custom agent.
Enter a Description of the specific task the custom agent will
perform.
Using simple, everyday language, enter Procedures that describe what
the custom agent should do and how it should do those things. See Understanding procedures.

Insert relevant articles into the procedures.
Within the Procedures editor, click the insert icon ( ) or enter a forward slash
(/) and select Article.
In the Knowledge sidebar, click Add article and enter
the Article ID.
Click Save.

The articles you add are referred to as approved articles.
The Knowledge sidebar lists the approved articles, organized by their
help center category.

Insert relevant inputs and outputs into the procedures. Data passed from
one of the actions, action flows, articles, or other custom agents can
be used as inputs to the custom agent. At a minimum, a custom
agent must receive a Ticket ID as an input.
Data
that your custom agent can pass to other custom agents or action flows
are outputs.

Within the Procedures editor, click the insert icon ( ) or enter a forward slash
(/) and select Inputs or Outputs.
Specify the desired inputs or outputs.
Click Save.


Add Actions (including the Zendesk actions and external actions from
action builder, as well as custom actions), Action
flows, and other Custom agents you want the custom agent to
have permission to access. These resources can be inserted directly into
the custom agent's procedures using the insert icon ( ) or a forward slash (/) or added
separately through the Actions and custom agents sidebar.

Click Save.
When you're ready to use the custom agent, click Activate. At any
point, if you no longer need the custom agent or want to update it, you
can deactivate
it.






Understanding procedures

Procedures should be written as though you're telling a human agent how to perform an
internal process. Format your procedures as a simple step-by-step breakdown of how
to perform the task or solve the customer's request. Be specific and use consistent
terminology throughout your procedure.
Keep in mind that procedures define what a custom agent should do. If you want to
define how a custom agent should sound, you can include communication guidelines
that are specific to your use case.
Procedures can be written in all Zendesk Support languages.


Best practices for writing effective procedures for custom agents

When creating procedures for a custom agent, follow these best practices:

Write short, easy-to-follow steps. Phrase your steps as
straightforward commands that an agent would take.

Address the agent perspective. Procedures should be written as if
you’re talking to a human agent. If you copy existing content from
customer-facing help center articles, update them to reflect
agent-focused considerations and actions.

Specify where to find the information the custom agent needs.

Add inputs and outputs. Inputs provide specific data the
custom agent needs. At a minimum, a custom agent must have a
Ticket ID input. Outputs are data the
custom agent can provide to other custom agents and action
flows.

Add articles that address policy and processes related to
the custom agent's procedures. The custom agent prioritizes
these over general reasoning.

Add Zendesk actions, external actions, and custom actions
that provide information to the custom agent and can be used by
the agent to perform tasks.
Note: The availability of external
actions depends on which external services are connected to the
action builder.


Add action flows that can be used by the custom
agent.



Include what to do with the information. Ensure the custom agent
knows what to do with the information provided by articles, actions,
action flows, inputs, and outputs.

Be consistent with terminology. Always use the same terms for
your products and services. That is, avoid using different words to
refer to a single product or service.

Include conditions if necessary. If you have different procedures
based on some condition (for example, subscribers vs. non-subscribers),
include that information in the procedure.

Include the end response and outcome. Tell the custom agent how
to know when they've completed their tasks, such as an end response or
state.

Test and learn. If the custom agent isn’t doing what you want,
update the procedure to be clearer and more concrete.






Editing and managing custom agents

After they're created, admins can take the following actions to manage custom agents
and maintain their workflows:
Editing custom agents
Activating and deactivating custom agents
Deleting custom agents




Editing custom agents

Custom agents can be updated at any time.

To edit a custom agent
In Admin Center, click
AI in the sidebar, then select Agent builder > Custom agents.
Next to the custom agent you want to edit, click the options menu
( ) and select Edit.
Make the necessary changes.
Click Save.





Activating and deactivating custom agents

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 delete it.
Note: Action flows that have a hand off step
connected to a custom agent will break if the custom agent is
deactivated.


To activate or deactivate a custom agent
In Admin Center, click
AI in the sidebar, then select Agent builder > Custom agents.
Next to the custom agent, click the options menu ( ) and select Activate or
Deactivate.





Deleting custom agents

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 deactivate it instead.

To delete a custom agent
In Admin Center, click
AI in the sidebar, then select Agent builder > Custom agents.
Next to the custom agent, click the options menu ( ) and select Delete.
In the confirmation dialog, click Delete.





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