The AI agents workspace is where you create and manage the AI agents that interact with your customers.
This article contains the following topics:
- Accessing the AI agents workspace
- Navigating the AI agents workspace
- Switching between AI agents
- Accessing help and resources
Related article:
Accessing the AI agents workspace
Users with permission to access the AI agents workspace can access it through the Zendesk product menu.
To access the AI agents workspace
- Click the Zendesk product menu in the top bar, then select AI
agents.
The AI agents workspace opens to the dashboard.
For more information about using the dashboard, see Using the dashboard to monitor and manage advanced AI agents.
Navigating the AI agents workspace
In the AI agents workspace, you can use the left sidebar menu to access AI agent functionality. The table below explains the available menu options.
| Main menu item | Sub-menu item | Description |
| Dashboard | Allows you to view an overall dashboard that shows performance metrics, relevant actions for your AI agents, and helpful resources. | |
| Reporting | Allows you to analyze the performance of your AI agents on key metrics such as total volume and resolution, deflection, and escalation rates. | |
| Content | Use cases | Allows you to create use cases for AI agents. Includes access to the procedure builder and the dialogue builder, where you create conversation flows that your AI agents follow when replying to customers. |
| Templates | Allows you to create templated replies that you can reuse across dialogues. | |
| Segments | Allows you to create subsets of your customer base that you can target in dialogues and search rules. | |
| Knowledge sources | Allows you to connect knowledge sources that your AI agents can use to create AI-generated answers to questions from customers. | |
| Search rules | Allows you to configure search rules that define which knowledge sources AI agents should use when creating AI-generated answers. | |
| Actions | Allows you to create actions that your AI agents can perform during conversations with customers. | |
| Entities | Allows you to create and manage pieces of information from customer messages that can be used in procedures and dialogues. | |
| Identity | Allows you to customize an AI agent's identity. | |
| Tone of voice | Allows you to customize an AI agent’s tone of voice. | |
| Pronoun formality | Allows you to customize an AI agent’s pronoun formality. | |
| Instructions | Allows you to create instructions that influence an AI agent’s generative replies. | |
| Advanced settings | Allows you to manage advanced settings for generative replies. | |
| Conversation logs | Allows you to review the conversations between your AI agents and customers, including the messages sent, actions taken, and more. | |
| Settings | General | Allows you to configure general settings for an AI agent. |
| Languages | Allows you to add and manage supported languages for an AI agent. | |
| Events and actions | Allows you to add actions at the AI agent level. | |
| Operating hours | Allows you to set operating hours for an AI agent. | |
| Advanced settings | Allows you to manage advanced settings for an AI agent. | |
| Change log | Allows you to view the change log for an AI agent to see what changes were made to it and by which users. | |
|
CRM integration (Messaging AI agents only) |
Allows you to manage the integration between your AI agent and messaging channels. | |
| AI agent management |
Create AI agent (Client admin role only) |
Allows you to create AI agents. This menu item is visible only if you’re part of the voice AI agents EAP or if you bought AI agents - Advanced before March 10, 2026. |
| Organization management |
User access (Client admin role only) |
Allows you to manage user access to specific AI agents. |
|
Organization management (Client admin role only) |
Allows you to manage your organization name, view all AI agents in your organization, and generate an API key. | |
| API integrations | Allows you to use the integration builder to connect an AI agent to any API or data source without extended technical or programming skills. | |
| Custom CRMs | Allows you to create a custom CRM integration for an AI agent. |
Switching between AI agents
Within the AI agents workspace, you can switch between the different AI agents you have access to. This allows you to configure settings for each AI agent individually.
To switch between AI agents
- In the AI agents workspace, click the drop-down in the top-right corner.
- Select the AI agent you want to switch to.
This list includes only AI agents with a status of Active or Ready to activate (as seen on the dashboard) and AI agents that you have permission to access.
Accessing help and resources
From within the AI agents workspace, you can quickly access help and resources.
To access help and resources
- In the AI agents
workspace, click the help icon (
) in the top-right corner. - Select one of the following resources:
- Visit our knowledge base: Opens the Using AI agents section of the help center, where you can browse all available articles.
- What’s new: Opens the What’s new in Zendesk category of the help center, where you can read monthly roundups of the latest feature releases.
- Status page: Opens the status page, where you can see the status of the systems powering the AI agents workspace.
- Chat with us: Opens the widget, where you can ask a question or raise a support issue with Zendesk customer support.