After youcreate an advanced AI agent, you need to connect it to Zendesk Support before it can begin responding to customers by email. Email responses sent by the AI agent are sent as thesystemuser, meaning no agent seat is required for an advanced email AI agent.

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Add-on AI agents - Advanced

After you create an advanced AI agent, you need to connect it to Zendesk Support before it can begin responding to customers by email. Email responses sent by the AI agent are sent as the system user, meaning no agent seat is required for an advanced email AI agent.

Note: When you created your AI agent, you must have selected a channel type of email. If you selected messaging, see Setting an advanced AI agent as the default responder for a messaging channel instead.

You should connect only one advanced AI agent to email. For advice on how to handle brand-specific information within a single AI agent, see Can I connect multiple advanced AI agents to a single Zendesk account?

This article covers the following topics:
  • Connecting an advanced AI agent to your subdomain
  • Creating the automation trigger and turning on the automation engine
  • Disconnecting an advanced AI agent from email

Connecting an advanced AI agent to your subdomain

The first step in connecting an advanced AI agent to email is to connect to your production or sandbox environment.

To connect an AI agent to your subdomain

  1. In AI agents - Advanced, select the advanced AI agent you want to work with.
  2. Click Settings in the sidebar, then select CRM integration.
  3. Click Select your CRM and select Zendesk Support.
  4. Select the Integration tab.
  5. Click Choose subdomain and select the subdomain for either your production or sandbox environment.

  6. In the confirmation dialog, click Continue.

Creating the automation trigger and turning on the automation engine

After you connect to your subdomain, you need to create the automation trigger and turn on the automation engine. This allows the advanced AI agent to send replies to customer requests on the email channel.

Important: If you set up the automation trigger, any replies made by human agents during conversations in which the email AI agent also participated don't appear in the conversation logs. As a result, automated resolutions might be consumed for conversations they shouldn't be.
To create the automation trigger and turn on the automation engine
  1. In AI agents - Advanced, select the advanced AI agent you want to work with.
  2. Click Settings in the sidebar, then select CRM integration.
  3. Select the Integration tab.
  4. Click Create automation trigger.

    The trigger is automatically created. You can view the details of the JSON in a read-only text window, and edit the trigger if needed.

  5. Select the Overview tab.
  6. Select Automation engine to toggle it on.

Your AI agent is now connected to email. At this point, you may want to:

  • Manage the automation trigger to reorder it in your list of triggers or edit its default configuration.
  • Import ticket data to populate the AI agent’s conversation logs with historical data from Zendesk Support.

Disconnecting an advanced AI agent from email

If you no longer want an AI agent to be connected to email, you can turn off the automation engine and deactivate the trigger.

To disconnect an advanced AI agent from email
  1. In AI agents - Advanced, select the advanced AI agent you want to work with.
  2. Click Settings in the sidebar, then select CRM integration.
  3. Select the Overview tab.
  4. Select Automation engine to toggle it off.
  5. In the confirmation dialog, select Turn off.

    At this point, the AI agent is still technically connected to the email channel, but it won’t respond to customer requests.

  6. Select the Integration tab.
  7. Click Deactivate automation trigger.
  8. (Optional) Select the Overview tab again, click Remove integration, and then click Confirm in the confirmation dialog.

Your AI agent is no longer connected to email.

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