After youcreate an AI agent for messaging, you can manage settings that affect how it behaves on messaging channels.

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The functionality described in this article is being rolled out to all Suite and Support plans from May 11 through June 12, 2026. You may not see this functionality in your account yet. See this announcement for details.

After you create an AI agent for messaging, you can manage settings that affect how it behaves on messaging channels.

Note: For customers who bought AI agents - Advanced before March 10, 2026, you must have selected a channel type of messaging when you created your AI agent.

This article contains the following topics:

  • Viewing all AI agents in a messaging group
  • Managing messaging channel settings for an AI agent

Related article:

  • Setting an AI agent as the default responder for a messaging channel

Viewing all AI agents in a messaging group

You can see which AI agents are included in your messaging group.

To view all AI agents in a messaging group

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Settings in the sidebar, then select CRM integration.
  3. Select the AI agents in this group tab.

    The table shows you which AI agents are part of the group. From here, you can open a specific AI agent to view its settings.

Managing messaging channel settings for an AI agent

You can manage settings that affect how an AI agent behaves on messaging channels, including:

  • The Support group that an AI agent transfers a ticket to when it’s escalated to a human agent.
  • The avatar the AI agent uses in conversations with a customer.
  • Whether the AI agent’s messages can use HTML and Markdown formatting.

Configuring these settings affects only the individual AI agent, not the whole messaging group it belongs to.

Note: To manage which channels an AI agent is connected to, see Setting an AI agent as the default responder for a messaging channel.

To manage messaging channel settings for an AI agent

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Settings in the sidebar, then select CRM integration.
  3. Click Messaging settings.

    The AI agent settings panel opens.

  4. In Transfer group, select the agent group in Support that the AI agent should send escalated tickets to.
  5. In Avatar URL, enter the URL of an image to be used as the AI agent’s avatar within a conversation.

    The avatar must be a JPG, PNG, or GIF format.

  6. (Optional) Deselect Activate rich messaging if you don’t want HTML and Markdown formatting to apply in AI agent message blocks in the dialogue builder.

    For more information, see About rich-text formatting in messaging conversations.

  7. Click Save.
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