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

    See Understanding procedures.

  5. Insert relevant articles into the procedures.
    1. Within the Procedures editor, click the insert icon () or enter a forward slash (/) and select Article.
    2. In the Knowledge sidebar, click Add article and enter the Article ID.
    3. 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.

  6. 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.

    1. Within the Procedures editor, click the insert icon () or enter a forward slash (/) and select Inputs or Outputs.
    2. Specify the desired inputs or outputs.
    3. Click Save.
  7. 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.

  8. Click Save.
  9. 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
  1. In Admin Center, click AI in the sidebar, then select Agent builder > Custom agents.
  2. Next to the custom agent you want to edit, click the options menu () and select Edit.
  3. Make the necessary changes.
  4. 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
  1. In Admin Center, click AI in the sidebar, then select Agent builder > Custom agents.
  2. 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
  1. In Admin Center, click AI in the sidebar, then select Agent builder > Custom agents.
  2. Next to the custom agent, click the options menu () and select Delete.
  3. In the confirmation dialog, click Delete.
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