Turning off automated resolution features for AI agents

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<p id="docs-hc-snippet" style="display: none;">You can manage automated resolutions usage forAI agentsby turning off some or all of the features that consume automated resolutions in your Zendesk configuration.</p>
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<div class="note attention" id="turning_off_automated_resolution_features__note_zyk_4mt_fjc">
<span class="attentiontitle"></span> This article applies to both the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolution platform</a> in place prior to May 18,
2026 and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">automated resolution tiers platform</a> introduced on May
18, 2026, with the exception of the legacy section, which applies to the older model
only.</div>
</div>
<p class="p">You can manage automated resolutions usage for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents</a> by turning off some or all of the features that
consume automated resolutions in your Zendesk configuration. </p>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="turning_off_automated_resolution_features__ul_zmz_ds3_5bc">
<li class="li"><a class="xref" href="#topic_twf_vh3_5bc">Preventing automated resolution usage for AI agents in messaging</a></li>
<li class="li"><a class="xref" href="#topic_trk_vh3_5bc">Turning off automated resolution usage in email notifications</a></li>
<li class="li"><a class="xref" href="#topic_ufp_vh3_5bc">Turning off automated resolution usage in web forms</a></li>
<li class="li"><a class="xref" href="#topic_lcw_3sb_2kc">Turning off automated resolution usage in legacy
AI agents functionality (legacy)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_twf_vh3_5bc">
<h2 class="title topictitle2" id="ariaid-title2">Preventing automated resolution usage for AI agents in messaging </h2>
<div class="body">
<p class="p">Messaging AI agents are deployed through messaging channels, such as the messaging
Web Widget. You can prevent messaging AI agents from consuming automated resolutions
by <a class="xref" href="#topic_pkz_f33_5bc">disconnecting or deleting
them</a> from messaging channels, or by <a class="xref" href="#topic_trk_vh3_5bc">turning off article-based behavior in a messaging AI
agent</a>.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_pkz_f33_5bc">
<h3 class="title topictitle3" id="ariaid-title3">Disconnecting and deleting messaging AI agents</h3>
<div class="body">
<p class="p">When you disconnect a messaging AI agent from a channel, it is replaced by the
default messaging response unless another AI agent is connected to that channel.
Before disconnecting an AI agent, make sure your default messaging response is
properly configured.</p>
<div class="p">
<div class="div">
<div class="div">
<p class="p"><strong class="ph b">To disconnect an AI agent from a channel</strong></p>
<ol class="ol" id="topic_pkz_f33_5bc__ol_md4_s4p_mrb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_pkz_f33_5bc__image_ck2_lg1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to disconnect.</li>
<li class="li">In the <strong class="ph b">Settings</strong> tab, expand the <strong class="ph b">Channels</strong> section and deselect the channel you want
to disconnect.</li>
<li class="li">At the top of the page, click <strong class="ph b">Publish AI agent</strong>, then confirm your
changes.<p class="p">Your changes are saved, the AI agent is disconnected, and the default
messaging response is activated.</p>
</li>
</ol>
</div>
</div>
</div>
<p class="p">If you are no longer using an AI agent, and do not plan on using it in the
future, you can delete it. When you delete an AI agent, any connected channels
will revert to their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258#topic_kzg_ync_gnb" target="_blank">default response settings</a>.</p>
<div class="p">
<div class="div">
<p class="p" id="topic_pkz_f33_5bc__p_xhk_gk3_5bc"><strong class="ph b">To delete an AI agent</strong></p>
<div class="p" id="topic_pkz_f33_5bc__p_zhk_gk3_5bc">
<ol class="ol" id="topic_pkz_f33_5bc__ol_a5z_dfn_3bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_pkz_f33_5bc__d8e1366" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent's <strong class="ph b">Options icon</strong> (<img class="image" id="topic_pkz_f33_5bc__image_kvw_q3r_r5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_options_icon.png">), then select <strong class="ph b">Delete</strong>.<p class="p">The AI agent is
removed from the list. This action cannot be undone.</p>
</li>
</ol>
</div>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_trk_vh3_5bc">
<h2 class="title topictitle2" id="ariaid-title4">Turning off automated resolution usage in email notifications</h2>
<div class="body">
<p class="p">Autoreplies in email notifications are ticket trigger-based, and can
consume automated resolutions when their triggers include the <em class="ph i">Autoreply
with articles</em> or <em class="ph i">Autoreply</em> action. You can prevent
automated resolution usage by deactivating or deleting these triggers.</p>
<p class="p">In an email notification, a ticket trigger with the <em class="ph i">Autoreply with
articles</em> action adds a list of recommended articles to the body of the
email. A ticket trigger with <em class="ph i">Autoreply</em> action uses intelligent
triage to identify and incorporate help center content into your notification
email.</p>
<p class="p">You can deactivate ticket triggers that include the <em class="ph i">Autoreply</em> actions. After
the triggers have been deactivated, you can delete them, but it isn't required.
Deactivating the triggers prevents them from running, which means they will not
consume automated resolutions.</p>
<p class="p"><strong class="ph b">To deactivate and delete ticket triggers using autoreply actions</strong></p>
<div class="p">
<ol class="ol" id="topic_trk_vh3_5bc__ol_fxp_2v3_5bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_trk_vh3_5bc__image_j55_cjc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">On the Triggers page, click the <strong class="ph b">Ticket</strong> tab.</li>
<li class="li">Filter the triggers list to display only triggers that include the
<em class="ph i">Autoreply</em> or <em class="ph i">Autoreply with articles</em>
action, using the following criteria:<div class="p">
<ul class="ul" id="topic_trk_vh3_5bc__ul_ngw_crm_5bc">
<li class="li">Type: <strong class="ph b">Actions</strong>
</li>
<li class="li">Category: <strong class="ph b">Notify by</strong>, and select <strong class="ph b">Autoreply</strong> or
<strong class="ph b">Autoreply with articles</strong>.</li>
</ul>
</div>
</li>
<li class="li">Select the triggers you want to deactivate.</li>
<li class="li">Click <strong class="ph b">Deactivate</strong> at the bottom of the page, then confirm your
selection. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_fqc_2m2_zsb" target="_blank">Delete the triggers</a> if
needed.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ufp_vh3_5bc">
<h2 class="title topictitle2" id="ariaid-title5">Turning off automated resolution usage in web forms</h2>
<div class="body">
<p class="p">Web forms can consume an automated resolution when autoreplies are toggled on. You
can turn off autoreplies for each active web form in your account.</p>
<p class="p"><strong class="ph b">To turn off autoreply with articles in web forms</strong></p>
<ol class="ol" id="topic_ufp_vh3_5bc__ol_jz3_nz3_5bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ufp_vh3_5bc__image_ck2_lg1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage AI agents for email and web form</strong>.</li>
<li class="li">Click the <strong class="ph b">Web form</strong> tab.</li>
<li class="li">Under Active web forms, use the toggles to turn off autoreplies for
all ticket forms.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lcw_3sb_2kc">
<h2 class="title topictitle2" id="ariaid-title6">Turning off automated resolution usage in legacy AI agents functionality (legacy)</h2>
<div class="body">
<p class="p">You can turn off automated resolution usage in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc" target="_blank">legacy AI agents functionality</a>, including
zero-training agents and Article Recommendations in Web Widget (Classic).</p>
<div class="p">This section includes the following topics:<ul class="ul" id="topic_lcw_3sb_2kc__ul_n23_ssb_2kc">
<li class="li"><a class="xref" href="#topic_vtx_q1x_k2c">Preventing automated resolution usage for
zero-training AI agents</a></li>
<li class="li"><a class="xref" href="#topic_nqt_vh3_5bc">Turning off Article Recommendations in Web
Widget (Classic)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_vtx_q1x_k2c">
<h3 class="title topictitle3" id="ariaid-title7">Preventing automated resolution usage for zero-training AI agents</h3>
<div class="body">
<div class="p">
<div class="div">
<p class="p" dir="ltr">If you had the AI agents - Advanced add-on, a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749447194" target="_blank">zero-training AI agent</a> can
consume an automated resolution for any conversation that is considered
AI agent Handled. </p>
<strong class="ph b">To disconnect an AI agent from a channel</strong><div class="p">
<ol class="ol" id="topic_vtx_q1x_k2c__ol_vsh_w1x_k2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vtx_q1x_k2c__image_ck2_lg1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage AI agents - Advanced</strong>.</li>
<li class="li">Click the AI agent you want to disconnect.</li>
<li class="li">In the <strong class="ph b">Channel</strong> section, deselect the channel you want to
disconnect.</li>
<li class="li">At the top of the page, click <strong class="ph b">Publish AI agent</strong>, then
confirm your changes.</li>
</ol>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_nqt_vh3_5bc">
<h3 class="title topictitle3" id="ariaid-title8">Turning off Article Recommendations in Web Widget (Classic)</h3>
<div class="body">
<div class="p">
<div class="div">
<p class="p">If you’re using the legacy <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843471642" target="_blank">Web Widget (Classic)</a>,
automated resolutions can be consumed when the AI agent suggests an
article in the conversation using Article Recommendations.</p>
<p class="p"><strong class="ph b">To turn off Article Recommendations in Web Widget (Classic)</strong></p>
<ol class="ol" id="topic_nqt_vh3_5bc__ol_lxk_pz3_5bc">
<li class="li">In Admin Center, click <strong class="ph b">Channels</strong> in the sidebar, then select
<strong class="ph b">Classic &gt; Web Widget</strong>.</li>
<li class="li">Click the <strong class="ph b">Basics</strong> tab. If you have multiple brands, select the
widget for the brand you want to use with the AI agent, then click
<strong class="ph b">Basics</strong>.</li>
<li class="li">Deselect the <strong class="ph b">Help Center</strong> checkbox.</li>
<li class="li">At the bottom of the widget settings, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
</div>
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