Migrating to the new AI agents experience

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<p id="docs-hc-snippet" style="display: none;">Aspreviously announced, Zendesk is simplifying the packaging of our AI agent functionality and expanding access to our most advanced, agentic capabilities across all Zendesk Suite and Support plans.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You’re moving from AI agents - Essential and legacy bot builder, answers, and intents to the new AI agents experience, where you get access to advanced AI agent features like dialogue builder, use cases, generative procedures, and richer automation. You may need to rebuild existing AI agents, and if you used one agent across multiple channels, you’ll create separate agents for each channel. Complex legacy setups may need AI Expert help.</p>
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<p class="p">As <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">previously announced</a>, Zendesk is simplifying
the packaging of our AI agent functionality and expanding access to our most advanced,
agentic capabilities across all Zendesk Suite and Support plans. </p>
<p class="p">This article provides migration guidance for customers who are currently using the
following AI agent functionality and need to transition to the new AI agents experience: </p>
<ul class="ul" id="uni_migrating_overview__ul_xnr_w5j_2jc">
<li class="li">AI agents - Essential </li>
<li class="li">Legacy AI agent functionality (Bot builder, answers, and intents in AI agents) </li>
</ul>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="uni_migrating_overview__ul_plj_w5j_2jc">
<li class="li"><a class="xref" href="#topic_eq3_r5j_2jc">Overview of the change and migration</a></li>
<li class="li"><a class="xref" href="#topic_omg_s5j_2jc">About migrating essential AI agents</a></li>
<li class="li"><a class="xref" href="#topic_upx_s5j_2jc">About migrating legacy AI agent functionality</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_eq3_r5j_2jc">
<h2 class="title topictitle2" id="ariaid-title2">Overview of the change and migration</h2>
<div class="body">
<p class="p">Between May 11, and June 12, 2026, Zendesk is rolling out our new AI agent packaging
model. As part of this change, the distinction between the Essential and Advanced
levels of our AI agent functionality is being removed. Going forward, all customers
have access to the agentic AI–powered functionality that was previously offered only
on AI agents - Advanced. </p>
<p class="p">On August 31, 2026, Zendesk will stop technical development, except for critical bug
fixes and supporting breaking changes, for the following features. These features
will then be removed from the product in December 2026. </p>
<ul class="ul" id="topic_eq3_r5j_2jc__ul_ynv_2vj_2jc">
<li class="li">AI agents - Essential </li>
<li class="li">Legacy AI agent functionality (Bot builder, answers, and intents in AI agents) </li>
</ul>
<p class="p">This article includes guidance to help you transition to the upgraded AI agent
experience before August 31, so you can avoid any potential disruptions to your
customer support.</p>
<div class="p">
<div class="note" id="topic_eq3_r5j_2jc__note_fhf_gvj_2jc">
<span class="notetitle">Note:</span> AI Expert is available for customers who would like
additional assistance in migrating and optimizing their AI agent setup. This
offering is an AI recurring service subscription which includes ongoing access
to expertise designed to scale automation, drive continuous improvement
throughout your AI journey, and provide ongoing expert support for operational
excellence. For more information, see the <a class="xref" href="https://zen-marketing-assets.s3.us-west-2.amazonaws.com/Description+of+Professional+Services+V26.pdf+usen" target="_blank">Zendesk AI Expert Packages</a> and <a class="xref" href="https://www.zendesk.com/contact/?_gl=1*1hmevf0*_ga*MTI4OTc1NjU2My4xNzc1NTc4MTA5*_ga_0G6FC9CS2V*czE3Nzc0MDE4ODkkbzgwJGcxJHQxNzc3NDA3NTg2JGo1OCRsMCRoMA.." target="_blank">contact Zendesk Sales</a>. </div>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_omg_s5j_2jc">
<h2 class="title topictitle2" id="ariaid-title3">About migrating essential AI agents</h2>
<div class="body">
<p class="p">AI agents - Essential was a previous level of AI agent functionality designed for
quick, self-service adoption, allowing you to create generative AI agents that
answered customer questions based on content from your knowledge sources. </p>
<p class="p">If you have any essential AI agents, you need to migrate them to the new AI agent
experience. You can migrate them manually starting now, or you can use the migration
tool that will become available later in 2026. </p>
<p class="p">This section contains the following topics: </p>
<ul class="ul" id="topic_omg_s5j_2jc__ul_ulm_5br_jkc">
<li class="li"><a class="xref" href="#topic_khp_lbr_jkc">Determining whether you have any essential AI agents</a></li>
<li class="li"><a class="xref" href="#topic_qbm_mbr_jkc">Understanding configuration differences between essential AI agents and the new experience</a></li>
<li class="li"><a class="xref" href="#topic_hst_nbr_jkc">Migrating essential AI agents to the new experience</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_khp_lbr_jkc">
<h3 class="title topictitle3" id="ariaid-title4">Determining whether you have any essential AI agents</h3>
<div class="body">
<p class="p">In Admin Center, you can see whether you’ve previously created any essential AI
agents that need to be migrated.</p>
<p class="p"><strong class="ph b">To check whether you've created any essential AI agents</strong></p>
<ol class="ol" id="topic_khp_lbr_jkc__ul_e4z_m3j_ljc">
<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_khp_lbr_jkc__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">Under <strong class="ph b">Essential (legacy)</strong>, click one of the AI agents to open its
settings.</li>
<li class="li">Review the available tabs.<p class="p">Essential AI agents do <em class="ph i">not</em> have an
Intents or Answers tab.</p>
<p class="p"><img class="image" id="topic_khp_lbr_jkc__image_wdj_2lj_ljc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_migrating_essential_how_to_tell.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_qbm_mbr_jkc">
<h3 class="title topictitle3" id="ariaid-title5">Understanding configuration differences between essential AI agents and the new experience</h3>
<div class="body">
<p class="p">Before beginning the migration, it’s helpful to understand the following
configuration differences between essential AI agents and the new
experience:</p>
<ul class="ul" id="topic_qbm_mbr_jkc__ul_k5y_dcr_jkc">
<li class="li"><a class="xref" href="#topic_q5j_bcr_jkc">Essential AI agents were omnichannel, but new AI agents are single channel</a></li>
<li class="li"><a class="xref" href="#topic_ztc_ccr_jkc">Standard responses are replaced by system replies</a></li>
<li class="li"><a class="xref" href="#topic_exr_ccr_jkc">Custom translation handling differs between essential AI agents and the new experience</a></li>
<li class="li"><a class="xref" href="#topic_vm4_dcr_jkc">AI agents are managed in the AI agent workspace, not Admin Center</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_q5j_bcr_jkc">
<h4 class="title topictitle4" id="ariaid-title6">Essential AI agents were omnichannel, but new AI agents are single channel</h4>
<div class="body">
<p class="p">Essential AI agents could interact with customers on multiple channels at the
same time. However, in the new AI agents experience, each AI agent can
interact on only one type of channel. For example, a single AI agent in the
new experience can’t interact with customers on both messaging and email
channels. </p>
<p class="p">If you had created an essential AI agent and deployed it on messaging and
email channels, note that you’ll have to create two AI agents to cover the
same functionality, one for messaging and one for email. If you use the
migration tool coming later in 2026, two AI agents will be created for you,
one for each channel. </p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_ztc_ccr_jkc">
<h4 class="title topictitle4" id="ariaid-title7">Standard responses are replaced by system replies</h4>
<div class="body">
<p class="p">In an essential AI agent, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8774095741466" target="_blank">standard responses</a> are replaced by
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a>. Both these
concepts perform the same function: controlling how an AI agent responds in
certain conversational situations, such as greetings or escalations.</p>
<p class="p">The following standard responses and system replies map to each other:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ztc_ccr_jkc__table_pj2_lcr_jkc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Standard response in an essential AI
agent</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">System reply in the new AI agent
experience</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Start of the conversation</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Welcome reply</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">After the AI agent replies</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Collect BSAT reply</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Escalation</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Escalation reply</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">If the AI agent can’t answer the
question</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Default reply</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">However, the new AI agent experience has additional system replies that don't
have parallels in an essential AI agent. This includes the following: </p>
<ul class="ul" id="topic_ztc_ccr_jkc__ul_mnr_kcr_jkc">
<li class="li">Unsupported language reply </li>
<li class="li">Failed escalation reply </li>
<li class="li">Technical error reply </li>
</ul>
<p class="p">When you manually <a class="xref" href="#topic_hst_nbr_jkc">migrate essential AI agents
to the new experience</a>, all of these replies are pre-populated
during the AI agent creation flow with a default configuration that you can
modify as needed. </p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_exr_ccr_jkc">
<h4 class="title topictitle4" id="ariaid-title8">Custom translation handling differs between essential AI agents and the new experience</h4>
<div class="body">
<p class="p">Automatic translation works similarly between essential AI agents and the new
experience, but custom translations are handled differently. </p>
<p class="p">In essential AI agents, custom translations are managed for each language
independently, but each language can be used by any of the four standard
responses. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842754202#topic_trh_sjg_5bc" target="_blank">Creating custom translations for AI agent
messages</a>. </p>
<p class="p">In the new AI agent experience, language-specific versions of each system
reply are created for each language that you want to have custom
translations for. This means more work is required to maintain custom
translations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756745882" target="_blank">Translating replies for AI agents</a>. </p>
<p class="p">As a result, it’s recommended to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10701417287194#topic_rmc_kzx_jgc" target="_blank">use automatic translations</a> in the
new AI agent experience. Automatic translations let you maintain one version
of your system replies and take advantage of automatic translations to other
languages. </p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_vm4_dcr_jkc">
<h4 class="title topictitle4" id="ariaid-title9">AI agents are managed in the AI agent workspace, not Admin Center</h4>
<div class="body">
<p class="p">Essential AI agents were managed in Admin Center, but AI agents in the new
experience are managed in the AI agent workspace. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">Accessing and navigating the AI agents
workspace</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_hst_nbr_jkc">
<h3 class="title topictitle3" id="ariaid-title10">Migrating essential AI agents to the new experience</h3>
<div class="body">
<p class="p">If you previously created an essential AI agent, you can replicate the same
functionality by manually creating a new AI agent in the new AI agents
experience. To get started, 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>.</p>
<div class="p">
<div class="note tip" id="topic_hst_nbr_jkc__note_n14_scr_jkc">
<span class="tiptitle">Tip:</span> In the future, an automated, in-product
migration tool will be offered that will help you recreate essential AI
agents in the new experience without manual rebuild. You can either follow
the steps in the article linked above to unlock the potential of the new
platform earlier, or wait for the tool to be available. More details on the
tool will become available later in 2026. </div>
</div>
<p class="p">Performing the creation flow described in the article linked above results in an
AI agent that’s capable of responding to your customers with AI-generated
responses based on the knowledge sources you connect to it. This mimics the
functionality of AI agents - Essential without requiring you to perform any of
the additional configuration required to power more complex workflows. </p>
<p class="p">However, if you’re interested in taking advantage of the more advanced features
that are now available as part of the new experience, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282#topic_k5n_1d2_fhc" target="_blank">Configure your AI agent to power more complex
automation</a>. </p>
<div class="p">
<div class="note important" id="topic_hst_nbr_jkc__note_rk5_5cr_jkc">
<span class="importanttitle">Important:</span> When you activate an AI agent for a
specific channel in the new experience, this replaces the essential AI agent
that was previously assigned to that channel. When this happens, any ongoing
customer conversations with the essential AI agent are affected: <ul class="ul" id="topic_hst_nbr_jkc__ul_bjc_wcr_jkc">
<li class="li">The essential AI agent stops responding, and the new AI agent takes
over. </li>
<li class="li">The new agent has no memory of the previous conversation, so
customers may need to repeat their question or context. </li>
</ul>
As a result, it’s best practice to publish during low-traffic hours.
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_upx_s5j_2jc">
<h2 class="title topictitle2" id="ariaid-title11">About migrating legacy AI agent functionality</h2>
<div class="body">
<p class="p">Bot builder, answers, and intents in AI agents were pieces of legacy AI agent
functionality that allowed you to create custom answer flows to address customer
questions. </p>
<p class="p">If you have any legacy AI agents, you need to migrate them to the new AI agent
experience. You can migrate them manually starting now, or you can use the migration
tool that will become available later in 2026.</p>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_upx_s5j_2jc__ul_acr_1dr_jkc">
<li class="li"><a class="xref" href="#topic_ebh_bdr_jkc">Determining whether you have any legacy AI agents</a></li>
<li class="li"><a class="xref" href="#topic_jnb_cdr_jkc">Migrating legacy AI agents to the new experience</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_ebh_bdr_jkc">
<h3 class="title topictitle3" id="ariaid-title12">Determining whether you have any legacy AI agents</h3>
<div class="body">
<p class="p">In Admin Center, you can see whether you’ve previously created any legacy AI
agents that need to be migrated.</p>
<p class="p"><strong class="ph b">To check whether you've created any legacy AI agents</strong></p>
<ol class="ol" id="topic_ebh_bdr_jkc__ul_clq_pjj_ljc">
<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_ebh_bdr_jkc__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">
<p class="p">Under <strong class="ph b">Essential (legacy)</strong>, click one of the AI agents to open its
settings.</p>
</li>
<li class="li">Review the available tabs.<p class="p">Legacy AI agents have an Answers tab and may
also have an Intents tab.</p>
<p class="p"><img class="image" id="topic_ebh_bdr_jkc__image_ctj_flj_ljc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_migrating_legacy_how_to_tell.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_jnb_cdr_jkc">
<h3 class="title topictitle3" id="ariaid-title13">Migrating legacy AI agents to the new experience</h3>
<div class="body">
<p class="p">If you previously created an AI agent that made use of any of these pieces of
functionality, you can replicate the same functionality in the new AI agents
experience. </p>
<div class="p">
<div class="note tip" id="topic_jnb_cdr_jkc__note_mgz_rvj_2jc">
<span class="tiptitle">Tip:</span> While you can replicate your previous
functionality, this migration is also a good opportunity to take advantage
of the more advanced functionality offered as part of the new AI agents
experience, such as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418" target="_blank">generative procedures</a>. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282" target="_blank">Getting started with AI agents</a>.
</div>
</div>
<div class="p">
<div class="note" id="topic_jnb_cdr_jkc__note_vkw_wvj_2jc">
<span class="notetitle">Note:</span> If your legacy AI agent includes many answer flows,
or answer flows with a high degree of complexity (such as many branching
steps or integrations), Zendesk strongly recommends engaging with our AI
Expert offering for hands-on assistance. </div>
</div>
<p class="p">The table below describes how the legacy functionality maps to the new AI agents
experience.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jnb_cdr_jkc__table_iqj_yvj_2jc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Concept</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Legacy AI agent functionality</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Equivalent functionality in the new AI
agents experience</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The interface where you create scripted
conversation flows that determine how your AI agent responds
to customers</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838909210" target="_blank">Bot
builder</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Dialogue
builder</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">What the scripted conversation flows are
called</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422584657434" target="_blank">Answers</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Dialogues</a></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">The mechanism by which an AI agent understands
what a customer is asking about and connects them with the
right conversation flow</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6038620020762" target="_blank">Intents</a></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">Use cases</a></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">To recreate a legacy AI agent in the new AI agents experience, follow the
instructions in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282" target="_blank">Getting started with AI agents</a>. As you
do, pay particular attention to the following steps: </p>
<ul class="ul" id="topic_jnb_cdr_jkc__ul_yd2_bwj_2jc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282#topic_ybv_gd2_fhc" target="_blank">Step 4.1: Create use cases to identify
customer requests</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282#topic_fv3_3d2_fhc" target="_blank">Step 4.2: Create generative procedures or
dialogues to control responses</a>
</li>
</ul>
<p class="p">As you work through these steps, it may be helpful to first generate a list of
your current answers and intents. That way, you can create corresponding
dialogues and use cases that cover the same information. </p>
<p class="p">Additionally, to help you as you create your dialogues, the following table shows
you which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738" target="_blank">step types</a> in the bot builder map to
which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_krz_vym_g2c" target="_blank">block types</a> in the dialogue
builder.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jnb_cdr_jkc__table_jfg_hwj_2jc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Step type in bot builder</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Corresponding block type in dialogue
builder</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_iqz_fwc_k4b" target="_blank">Send
message</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-conversation-flows-in-the-dialogue-builder-for-advanced-AI-agents#topic_krz_vym_g2c:~:text=Description-,AI%20agent%20message,-This%20is%20a" target="_blank">AI agent
message</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_mnf_gwc_k4b" target="_blank">Present
options</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-conversation-flows-in-the-dialogue-builder-for-advanced-AI-agents#topic_krz_vym_g2c:~:text=and%20Markdown%20formatting.-,Customer%20message,-This%20is%20where" target="_blank">Customer
message</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_grj_gwc_k4b" target="_blank">Show help center
articles</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-conversation-flows-in-the-dialogue-builder-for-advanced-AI-agents#topic_krz_vym_g2c:~:text=consecutive%20customer%20messages.-,Generative%20replies,-This%20is%20an" target="_blank">Generative
replies</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_il3_pmj_tvb" target="_blank">Add
carousel</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><u class="ph u">Carousel</u></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_i5r_grz_n5b" target="_blank">Ask for
details</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-conversation-flows-in-the-dialogue-builder-for-advanced-AI-agents#topic_krz_vym_g2c:~:text=Description-,AI%20agent%20message,-This%20is%20a" target="_blank">AI agent message</a>
that presents a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757976474" target="_blank"><u class="ph u">form
template</u></a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_n2v_p23_q5b" target="_blank">Ask if question
resolved</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-conversation-flows-in-the-dialogue-builder-for-advanced-AI-agents#topic_krz_vym_g2c:~:text=and%20Markdown%20formatting.-,Customer%20message,-This%20is%20where" target="_blank">Customer message</a>
that asks if the question was resolved</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_d4z_fwm_2tb" target="_blank">Make API
call</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-dialogues-to-define-scripted-conversation-flows-for-AI-agents#:~:text=Integration%20or%20action%20flow" target="_blank">Integration or action
flow</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_zqr_gwc_k4b" target="_blank">Transfer to
agent</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-dialogues-to-define-scripted-conversation-flows-for-AI-agents#:~:text=This%20is%20how%20you%20define%20the%20escalation%20path" target="_blank">Escalation</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_hpg_wqm_gwb" target="_blank">Branch by
condition</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-dialogues-to-define-scripted-conversation-flows-for-AI-agents#:~:text=This%20is%20a%20way%20to%20personalize%20responses" target="_blank">Conditional</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_sxz_322_sqb" target="_blank">Add business hours
condition</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-dialogues-to-define-scripted-conversation-flows-for-AI-agents#:~:text=This%20is%20a%20way%20to%20respect%20your%20business%27s%20operating%20hours" target="_blank">Availability</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_bq2_232_d1c" target="_blank">Link to another
answer</a></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-dialogues-to-define-scripted-conversation-flows-for-AI-agents#:~:text=This%20is%20a%20way%20to%20pass%20customers%20between%20dialogues" target="_blank">Link to</a></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-AI-agent-answers-Legacy#topic_ihk_5t5_dbc" target="_blank">Set
variable</a></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Any block type with an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_b4n_lyl_rgc" target="_blank">added action</a> that
sets a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756631706" target="_blank">conversation
parameter</a>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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