Creating an AI agent to automatically resolve customer issues

<body>
<p id="docs-hc-snippet" style="display: none;">AI agentsinteract with customers on messaging or email (including API and web form) 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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<div class="note attention" id="uni_creating_ai_agent__note_idl_jzb_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/9570369117338" target="_blank">automated resolutions</a>. Each account includes
an allowance of automated resolutions based on their plan.</div>
<div class="note attention" id="uni_creating_ai_agent__note_n5j_kzb_2jc">
<span class="attentiontitle"></span> This article 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/8357749415066" target="_blank">this article</a> instead. </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 or email
(including API and web form) channels to resolve issues without human intervention,
freeing up your support team to spend more time on more complex issues. </p>
<p class="p">Each AI agent can interact on only one type of channel. For example, a single AI agent
can’t interact with customers on messaging <em class="ph i">and</em> email channels. All newly created
AI agents use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">agentic AI</a> by default. </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 AI agents</a> to create an AI
agent. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="uni_creating_ai_agent__ul_yjq_f1c_2jc">
<li class="li"><a class="xref" href="#topic_d31_b1c_2jc">Creating an AI agent for messaging</a></li>
<li class="li"><a class="xref" href="#topic_lng_c1c_2jc">Creating an AI agent for email</a></li>
<li class="li"><a class="xref" href="#topic_czj_nx2_d3c">Creating an AI agent for voice</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="uni_creating_ai_agent__ul_lbk_d1c_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>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394" target="_blank">Activating and managing AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_d31_b1c_2jc">
<h2 class="title topictitle2" id="ariaid-title2">Creating an AI agent for messaging</h2>
<div class="body">
<p class="p">You can create an AI agent to interact with customers on messaging channels. Only one
AI agent can be active on a given messaging channel at a time. </p>
<p class="p">These instructions assume you've already created a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827701530" target="_blank">messaging</a> channel. </p>
<p class="p"><strong class="ph b">To create an AI agent for messaging</strong></p>
<div class="p">
<ol class="ol" id="topic_d31_b1c_2jc__ol_d1z_p1c_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_d31_b1c_2jc__image_utq_jxf_y3c" 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">Click <strong class="ph b">Create AI agent</strong> and select <strong class="ph b">for Messaging</strong>.<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_ar3_sdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_for_messaging.png"></p>
The <em class="ph i">Power your AI agent with
knowledge</em> page opens.<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_ob2_tdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_step_1.png" width="600"></p>
</li>
<li class="li">Under <strong class="ph b">Select one brand and knowledge base</strong>, select the brand you want
the AI agent to use.<p class="p">The knowledge base associated with the brand is
automatically connected to the AI agent so that it can create
AI-generated answers based on that content. If the brand’s knowledge
base: </p>
<ul class="ul" id="topic_d31_b1c_2jc__ul_lyt_cbc_2jc">
<li class="li">Hasn't been created yet, click <strong class="ph b">Add knowledge base</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ndf_fpf_mk" target="_blank">create one</a>.<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_vql_5dc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_add_kb.png" width="500"></p>
</li>
<li class="li">Hasn't been activated yet, click <strong class="ph b">Activate knowledge base</strong> to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ckn_wc4_qy" target="_blank">activate it</a>.<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_dbr_vdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_activate_kb.png" width="500"></p>
</li>
<li class="li">Doesn't have authentication turned on, click <strong class="ph b">Learn about
authentication</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9495852479770" target="_blank">turn on help center
authentication for messaging</a>.<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_um4_wdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_kb_authentication.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">(Optional) Add content from external websites using a web crawler by
clicking either of the following: <ul class="ul" id="topic_d31_b1c_2jc__ol_i53_hbc_2jc">
<li class="li">
<strong class="ph b">Add existing</strong>: Select one or more existing web crawlers you
want your AI agent to use and click <strong class="ph b">Add</strong>.<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_cxm_xdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_add_web_crawler.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Create</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">Create a new web crawler</a>
to index website content.<div class="note" id="topic_d31_b1c_2jc__note_cnm_jbc_2jc">
<span class="notetitle">Note:</span> You must have
at least one connected knowledge source before continuing,
whether that’s an active help center or a web crawler.
</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">The <em class="ph i">Personalize your AI agent page</em>
opens.</p>
<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_ahk_ydc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_step_2.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Name</strong>, adjust the name for the AI agent if necessary.<p class="p">By default,
this name is <em class="ph i">&lt;selected brand&gt; AI agent</em>. This name appears at
the top of the Web Widget in messaging conversations.</p>
</li>
<li class="li">In <strong class="ph b">Business profile</strong>, enter one or two short, factual sentences in
English that describe what your company does.<p class="p">This information gives the
AI agent context so that it can give the most appropriate responses.
Keep this description focused on simple text about your company's
business domain, rather than marketing-focused material that could
potentially influence your AI agent's behavior. Make sure not to add
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749291290" target="_blank">instructions</a> for the AI agent
to the business profile, which might lead to unexpected errors.
</p>
</li>
<li class="li">Under <strong class="ph b">Select tone of voice</strong>, click <strong class="ph b">Select</strong> on one of the
following options: <ul class="ul" id="topic_d31_b1c_2jc__ol_cqt_4bc_2jc">
<li class="li">
<strong class="ph b">Professional</strong>: (Default) A polite and direct tone. </li>
<li class="li">
<strong class="ph b">Enthusiastic</strong>: An upbeat and friendly tone. </li>
<li class="li">
<strong class="ph b">Informal</strong>: A casual and friendly tone. </li>
<li class="li">
<strong class="ph b">Custom</strong>: A custom tone created from scratch or an edited
version of one of the tones above.<p class="p">If you select this option,
write some short guidelines that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8719119396506" target="_blank">tell the AI agent how to
speak</a> to users. For example, “You maintain a polite,
approachable, and conversational tone throughout the
conversation.” </p>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Add avatar</strong>, drag-and-drop or click to upload an image.<p class="p">The
image can be a JPG, PNG, or GIF file and it must be smaller than 100KB.
An image size of 50x50 pixels gives the best results. Simple, clear
images that represent your organization (such as a logo or mascot) are
recommended. </p>
</li>
<li class="li">In <strong class="ph b">Select default language</strong>, select the default language your AI agent
should use.<p class="p">This is the language used when a customer’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756692890#topic_urt_nxx_jgc" target="_blank">locale is unknown</a>.</p>
</li>
<li class="li">In <strong class="ph b">Select languages for translation</strong>, select the additional languages
that the AI agent should be able to use to respond to customers.<p class="p">This list
is limited to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749663130" target="_blank">languages for which automatic
translation is available</a>. With automatic translations, the AI
agent’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a>, like the
greeting and escalation messages, and other <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogues</a> are automatically
translated to those languages. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10701417287194" target="_blank">Adding and managing supported
languages for AI agents</a>.</p>
</li>
<li class="li">(Optional) Test your AI agent to be sure it responds the way you expect. </li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">The <em class="ph i">Set up your AI agent on messaging</em> page
appears.</p>
<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_lp2_zdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_step_3.png" width="600"></p>
</li>
<li class="li">(Optional) Under System replies, expand each of the following and customize
the messages as needed: <ul class="ul" id="topic_d31_b1c_2jc__ol_sgp_wbc_2jc">
<li class="li">
<strong class="ph b">Greeting reply</strong>: What the AI agent should say to greet the
customer at the beginning of the conversation. This is part of the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882-Viewing-and-editing-system-replies-for-advanced-AI-agents#:~:text=No-,Welcome%20reply,-What%20the%20AI" target="_blank">Welcome reply</a> and can be
edited later. </li>
<li class="li">
<strong class="ph b">Wrap-up reply</strong>: What the AI agent should say at the end of a
conversation when collecting feedback from a customer about their
experience. This is part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882-Viewing-and-editing-system-replies-for-advanced-AI-agents#:~:text=a%20preconfigured%20dialogue%3F-,Collect%20BSAT%20reply,-What%20the%20AI" target="_blank">Collect BSAT response</a> and
can be edited later. There are two versions of this message, split
into separate tabs: <ul class="ul" id="topic_d31_b1c_2jc__ul_wqb_bcc_2jc">
<li class="li">
<strong class="ph b">Helpful</strong>: What the AI agent should say if the customer
confirms the AI agent’s response was helpful. </li>
<li class="li">
<strong class="ph b">Unhelpful</strong>: What the AI agent should say if the
customer says the AI agent wasn’t helpful. Select <strong class="ph b">Add
option to talk to a human and escalate</strong> to
automatically add an Escalation block to the Collect BSAT
response’s dialogue. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Escalation reply</strong>: What the AI agent should say when
escalating a conversation to a human agent. This is part of the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882-Viewing-and-editing-system-replies-for-advanced-AI-agents#:~:text=No-,Escalation%20reply,-What%20the%20AI" target="_blank">Escalation reply</a> and can
be edited later. Select <strong class="ph b">Collect name, email, and reason for
contact</strong> if you want the AI agent to collect these details
when escalating. </li>
<li class="li">
<strong class="ph b">Fallback reply</strong>: What the AI agent should say when no relevant
use case is detected and a generative reply can't be produced. This
is part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882-Viewing-and-editing-system-replies-for-advanced-AI-agents#:~:text=Yes-,Default%20reply,-What%20the%20AI" target="_blank">Default reply</a> and can be
edited later. Select <strong class="ph b">Add option to talk to a human and
escalate</strong> to automatically add an Escalation block to the
Default reply’s dialogue. </li>
</ul>
</li>
<li class="li">(Optional) Test your AI agent to be sure it responds the way you expect. </li>
<li class="li">Click one of the following options: <ul class="ul" id="topic_d31_b1c_2jc__ol_nrc_dcc_2jc">
<li class="li">
<strong class="ph b">Save and close</strong>: Save your configuration so far and exit the
creation flow. You can continue configuring the AI agent’s settings
before making it live for customers, but you can’t return to the
creation flow for this AI agent. Instead, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents workspace</a> to
perform any additional configuration as needed and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394" target="_blank">activate the AI agent
later</a>. </li>
<li class="li">
<strong class="ph b">Go to activation</strong>: Make the AI agent live so that it can begin
interacting with customers. <ol class="ol" id="topic_d31_b1c_2jc__ul_yjm_fcc_2jc" type="a">
<li class="li">Select the channels you want the AI agent to interact with
customers on. </li>
<li class="li">Click <strong class="ph b">Activate on channels</strong>.<p class="p"><img class="image" id="topic_d31_b1c_2jc__image_dxl_wcc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_activate.png" width="600"></p>
<p class="p">Your AI
agent is now live on your selected channels. You can’t
return to the creation flow for this AI agent, but you
can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents
workspace</a> to perform any ongoing
configuration as needed. </p>
</li>
</ol>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lng_c1c_2jc">
<h2 class="title topictitle2" id="ariaid-title3">Creating an AI agent for email</h2>
<div class="body">
<p class="p">You can create an AI agent to interact with customers on email (including API and web
form) channels. Only one AI agent can be active for a given support email address or
web form at a time. </p>
<p class="p">These instructions assume you've already created an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4887918604058" target="_blank">email</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889192858" target="_blank">API</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882701338" target="_blank">web form</a> channel.</p>
<p class="p"><strong class="ph b">To create an AI agent for email</strong></p>
<div class="p">
<ol class="ol" id="topic_lng_c1c_2jc__ol_i3b_32c_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_lng_c1c_2jc__image_utq_jxf_y3c" 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">Click <strong class="ph b">Create AI agent</strong> and select <strong class="ph b">for Email</strong>.<p class="p"><img class="image" id="topic_lng_c1c_2jc__image_gwh_3fc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_for_email.png"></p>
The <em class="ph i">Power your AI agent with
knowledge</em> page opens.<p class="p"><img class="image" id="topic_lng_c1c_2jc__image_k3b_32c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_step_1.png" width="600"></p>
</li>
<li class="li">Under <strong class="ph b">Select one brand and knowledge base</strong>, select the brand you want
the AI agent to use.<p class="p">The knowledge base associated with the brand is
automatically connected to the AI agent so that it can create
AI-generated answers based on that content. If the brand’s knowledge
base: </p>
<ul class="ul" id="topic_lng_c1c_2jc__ul_l3b_32c_2jc">
<li class="li">Hasn't been created yet, click <strong class="ph b">Add knowledge base</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ndf_fpf_mk" target="_blank">create one</a>.<p class="p"><img class="image" id="topic_lng_c1c_2jc__image_m3b_32c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_add_kb.png" width="500"></p>
</li>
<li class="li">Hasn't been activated yet, click <strong class="ph b">Activate knowledge base</strong> to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ckn_wc4_qy" target="_blank">activate it</a>. <p class="p"><img class="image" id="topic_lng_c1c_2jc__image_n3b_32c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_activate_kb.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">(Optional) Add content from external websites using a web crawler by
clicking either of the following: <ul class="ul" id="topic_lng_c1c_2jc__ul_p3b_32c_2jc">
<li class="li">
<strong class="ph b">Add existing</strong>: Select one or more existing web crawlers you
want your AI agent to use and click <strong class="ph b">Add</strong>.<p class="p"><img class="image" id="topic_lng_c1c_2jc__image_q3b_32c_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_add_web_crawler.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Create</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">Create a new web crawler</a>
to index website content.<div class="note" id="topic_lng_c1c_2jc__note_r3b_32c_2jc">
<span class="notetitle">Note:</span> You must have
at least one connected knowledge source before continuing,
whether that’s an active help center or a web crawler.
</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">The <em class="ph i">Personalize your AI agent page</em>
opens.</p>
<p class="p"><img class="image" id="topic_lng_c1c_2jc__image_m5f_lfc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/create_flow_email_step_2.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Name</strong>, adjust the name for the AI agent if necessary.<p class="p">By default,
this name is <em class="ph i">&lt;selected brand&gt; AI agent</em>. This name appears at
the top of the Web Widget in messaging conversations.</p>
</li>
<li class="li">In <strong class="ph b">Business profile</strong>, enter one or two short, factual sentences in
English that describe what your company does.<p class="p">This information gives the
AI agent context so that it can give the most appropriate responses.
Keep this description focused on simple text about your company's
business domain, rather than marketing-focused material that could
potentially influence your AI agent's behavior. Make sure not to add
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749291290" target="_blank">instructions</a> for the AI agent
to the business profile, which might lead to unexpected errors.
</p>
</li>
<li class="li">Under <strong class="ph b">Select tone of voice</strong>, click <strong class="ph b">Select</strong> on one of the
following options: <ul class="ul" id="topic_lng_c1c_2jc__ul_t3b_32c_2jc">
<li class="li">
<strong class="ph b">Professional</strong>: (Default) A polite and direct tone. </li>
<li class="li">
<strong class="ph b">Enthusiastic</strong>: An upbeat and friendly tone. </li>
<li class="li">
<strong class="ph b">Informal</strong>: A casual and friendly tone. </li>
<li class="li">
<strong class="ph b">Custom</strong>: A custom tone created from scratch or an edited
version of one of the tones above.<p class="p">If you select this option,
write some short guidelines that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8719119396506" target="_blank">tell the AI agent how to
speak</a> to users. For example, “You maintain a polite,
approachable, and conversational tone throughout the
conversation.” </p>
</li>
</ul>
</li>
<li class="li">In <strong class="ph b">Select default language</strong>, select the default language your AI agent
should use.<p class="p">This is the language used when a customer’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756692890#topic_urt_nxx_jgc" target="_blank">locale is unknown</a>.</p>
</li>
<li class="li">In <strong class="ph b">Select languages for translation</strong>, select the additional languages
that the AI agent should be able to use to respond to customers.<p class="p">This list
is limited to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749663130" target="_blank">languages for which automatic
translation is available</a>. With automatic translations, the AI
agent’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogues</a> are automatically
translated to those languages. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10701417287194" target="_blank">Adding and managing supported
languages for AI agents</a>. </p>
</li>
<li class="li">(Optional) Test your AI agent to be sure it responds the way you expect. </li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">The <em class="ph i">Set up your AI agent on email and web form</em>
page appears.</p>
<p class="p"><img class="image" id="topic_lng_c1c_2jc__image_bjs_mfc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_email_step_3.png" width="600"></p>
</li>
<li class="li">In the <strong class="ph b">Let the customer know that someone will be in touch</strong> text box,
enter the message that the AI agent should send if the conversation needs to
be escalated to a human agent.</li>
<li class="li">(Optional) Test your AI agent to be sure it responds the way you expect. </li>
<li class="li">Click one of the following options: <ul class="ul" id="topic_lng_c1c_2jc__ul_x3b_32c_2jc">
<li class="li">
<strong class="ph b">Save and close</strong>: Save your configuration so far and exit the
creation flow. You can continue configuring the AI agent’s settings
before making it live for customers, but you can’t return to the
creation flow for this AI agent. Instead, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents workspace</a> to
perform any additional configuration as needed and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394" target="_blank">activate the AI agent
later</a>. </li>
<li class="li">
<strong class="ph b">Go to activation</strong>: Make the AI agent live so that it can begin
interacting with customers. <ol class="ol" id="topic_lng_c1c_2jc__ol_y3b_32c_2jc" type="a">
<li class="li">Select the channels you want the AI agent to interact with
customers on. </li>
<li class="li">Click <strong class="ph b">Activate on channels</strong>.<p class="p"><img class="image" id="topic_lng_c1c_2jc__image_vn5_4fc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_email_activate.png" width="600"></p>
<p class="p">Your AI
agent is now live on your selected channels. You can’t
return to the creation flow for this AI agent, but you
can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents
workspace</a> to perform any ongoing
configuration as needed. </p>
</li>
</ol>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_czj_nx2_d3c">
<h2 class="title topictitle2" id="ariaid-title4">Creating an AI agent for voice</h2>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756929562" target="_blank">Client admins</a> can create a voice AI agent
in the AI agents workspace. Only one AI agent can be active for a given phone line. </p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You don’t need an available phone line to create or test the AI
agent. You can activate it on a phone line later.</div>
</div>
<p class="p"><strong class="ph b">To create a voice AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_czj_nx2_d3c__ol_syf_wcf_d3c">
<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_czj_nx2_d3c__image_utq_jxf_y3c" 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">Click <strong class="ph b">Create AI agent</strong>, then select <strong class="ph b">for Voice</strong>.<p class="p"><img class="image img-screenshot" id="topic_czj_nx2_d3c__image_nh2_hqt_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_for_voice.png" width="200"></p>
<p class="p">The <em class="ph i">Power your AI agent with knowledge</em> page
opens.</p>
<p class="p"><img class="image" id="topic_czj_nx2_d3c__image_l3t_dst_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_voice_step_1.png" width="600"></p>
</li>
<li class="li">Under <strong class="ph b">Select one brand and knowledge base</strong>, select the brand you want
the AI agent to use.<p class="p">The knowledge base associated with the brand is
automatically connected to the AI agent so that it can create
AI-generated answers based on that content. If the brand’s knowledge
base: </p>
<ul class="ul" id="topic_czj_nx2_d3c__ul_lyt_cbc_2jc">
<li class="li">Hasn't been created yet, click <strong class="ph b">Add knowledge base</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ndf_fpf_mk" target="_blank">create one</a>.<p class="p"><img class="image" id="topic_czj_nx2_d3c__image_vql_5dc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_add_kb.png" width="500"></p>
</li>
<li class="li">Hasn't been activated yet, click <strong class="ph b">Activate knowledge base</strong> to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ckn_wc4_qy" target="_blank">activate it</a>.<p class="p"><img class="image" id="topic_czj_nx2_d3c__image_dbr_vdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_activate_kb.png" width="500"></p>
</li>
<li class="li">Doesn't have authentication turned on, click <strong class="ph b">Learn about
authentication</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9495852479770" target="_blank">turn on help center
authentication for messaging</a>.<p class="p"><img class="image" id="topic_czj_nx2_d3c__image_um4_wdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_kb_authentication.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">(Optional) Add content from external websites using a web crawler by
clicking either of the following: <ul class="ul" id="topic_czj_nx2_d3c__ol_i53_hbc_2jc">
<li class="li">
<strong class="ph b">Add existing</strong>: Select one or more existing web crawlers you
want your AI agent to use and click <strong class="ph b">Add</strong>.<p class="p"><img class="image" id="topic_czj_nx2_d3c__image_cxm_xdc_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_messaging_add_web_crawler.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Create</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">Create a new web crawler</a>
to index website content.<div class="note" id="topic_czj_nx2_d3c__note_cnm_jbc_2jc">
<span class="notetitle">Note:</span> You must have
at least one connected knowledge source before continuing,
whether that’s an active help center or a web crawler.
</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">The <em class="ph i">Personalize your AI agent page</em>
opens.</p>
<p class="p"><img class="image img-screenshot" id="topic_czj_nx2_d3c__image_g3h_3yt_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_voice_step_2.png" width="800"></p>
</li>
<li class="li">In <strong class="ph b">Name</strong>, adjust the name for the AI agent if necessary.<p class="p">By default,
this name is <em class="ph i">&lt;selected brand&gt; AI agent</em>.</p>
</li>
<li class="li">In <strong class="ph b">Business profile</strong>, enter one or two short, factual sentences in
English that describe what your company does.<p class="p">This information gives the
AI agent context so that it can give the most appropriate responses.
Keep this description focused on simple text about your company's
business domain, rather than marketing-focused material that could
potentially influence your AI agent's behavior. Make sure not to add
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749291290" target="_blank">instructions</a> for the AI agent
to the business profile, which might lead to unexpected errors.
</p>
</li>
<li class="li">Under <strong class="ph b">Select tone of voice</strong>, click <strong class="ph b">Select</strong> on one of the
following options: <ul class="ul" id="topic_czj_nx2_d3c__ol_cqt_4bc_2jc">
<li class="li">
<strong class="ph b">Professional</strong>: (Default) A polite and direct tone. </li>
<li class="li">
<strong class="ph b">Enthusiastic</strong>: An upbeat and friendly tone. </li>
<li class="li">
<strong class="ph b">Informal</strong>: A casual and friendly tone. </li>
<li class="li">
<strong class="ph b">Custom</strong>: A custom tone created from scratch or an edited
version of one of the tones above.<p class="p">If you select this option,
write some short guidelines that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8719119396506" target="_blank">tell the AI agent how to
speak</a> to users. For example, “You maintain a polite,
approachable, and conversational tone throughout the
conversation.”</p>
</li>
</ul>
</li>
<li class="li">In <strong class="ph b">Select default language</strong>, select the language your AI agent should
use.<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714" target="_blank">add more supported languages</a>
later.</p>
</li>
<li class="li">In <strong class="ph b">Select a locale for your default language</strong>, select a locale to
determine the AI agent’s vocabulary and accent.<p class="p">For example, if you select
French as the default language, you can choose a locale of France or
Canada. The locale affects the AI agent’s phrasing, word choice,
spelling conventions in transcripts, and spoken pronunciation during
conversations.</p>
</li>
<li class="li">In <strong class="ph b">Default Voice</strong>, select the voice the AI agent uses by default. You
can configure a different voice for individual languages later.<p class="p">For more
information about languages, locales, and voice settings, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10588277182618" target="_blank">Configuring multi-language support
for voice AI agents</a>.</p>
</li>
<li class="li">(Optional) Test your AI agent to be sure it responds the way you expect. For
more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11179645912986" target="_blank">Testing a voice AI agent</a>.</li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">The <em class="ph i">Set up your AI agent on voice</em> page
appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_czj_nx2_d3c__image_kf1_lyt_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_create_flow_voice_step_3.png" width="800"></p>
</li>
<li class="li">(Optional) Under System replies, expand each and customize the messages as
needed. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">Viewing and editing system replies for AI
agents</a>.</li>
<li class="li">
<div class="p">Click one of the following options:<ul class="ul" id="topic_czj_nx2_d3c__ul_ojs_vss_fkc">
<li class="li">
<p class="p"><strong class="ph b">Save and close</strong>: Create the agent without activating
it.</p>
<p class="p">You can continue configuring the agent before making it live
for customers, but you can’t return to the creation flow for
this AI agent. Instead, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents
workspace</a> to perform any additional configuration
as needed and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394" target="_blank">activate the AI agent
later</a>.</p>
</li>
<li class="li">
<div class="p">
<strong class="ph b">Go to activation</strong>: Create and activate the agent so
that it can begin interacting with customers:<ul class="ul decimal" id="topic_czj_nx2_d3c__ul_q12_yss_fkc">
<li class="li">
<p class="p">Select the lines you want the AI agent to
interact with customers on.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Activate on channels</strong>.</p>
</li>
</ul>
</div>
<p class="p">By default, Zendesk records AI agents' calls and you can
monitor your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825620378" target="_blank">usage charges</a>. To
not record these calls, select <strong class="ph b">Stop AI agent call
recording</strong> in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266#configure" target="_blank">your call recording
configuration</a>.</p>
</li>
</ul>
</div>
</li>
</ol>
</div>
<p class="p">Your AI agent is now created. If you selected <strong class="ph b">Go to activation</strong>, it is also
active on the selected lines. You can’t return to the creation flow for this AI
agent, but you can continue configuring it at any time from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents workspace</a>. For deployment guidelines, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10169333291290#topic_wxp_qx2_d3c" target="_blank">voice AI agent best practices</a>.</p>
</div>
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