If you’ve created an advanced AI agent and integrated it with Zendesk messaging, you can configure which channels it should be the default responder for.
This article contains the following topics:
About a channel’s default responder
First, it’s important to understand that setting an advanced AI agent as the default responder technically sets AI agents - Advanced, as a whole, as the default responder. If you have more than one advanced AI agent, you need to use routing rules to define which specific advanced AI agent should respond on each messaging channel.
When you assign the default responder role to an advanced AI agent, it becomes the first responder in a customer conversation. This means when a customer contacts support through one of your messaging channels, the AI agent manages the interaction. It replaces any previously connected AI agent or default response configuration, which is reverted to Draft mode.
Any time a new channel is added to your instance, the AI agent with the default label is automatically assigned as the default responder for that channel. If you assign the default label to another AI agent, that AI agent becomes the responder for any channels using the default responder.
When using an advanced AI agent as a default responder in conversations, consider the following:
- Only one advanced AI agent can be assigned the default responder role in each instance.
- The advanced AI agent with the default responder label can't be deleted or uninstalled until the label is assigned to another responder.
- If you don't want to use an advanced AI agent as the default responder, you can assign the default responder label to an essential AI agent or a third-party bot.
- If you don't have any advanced AI agents connected to your instance, an essential AI agent is the default responder.
Setting an advanced AI agent as the default responder for individual channels
In Admin Center, you can set an advanced AI agent as the default responder for one or more messaging channels.
To set an advanced AI agent as the default responder for individual channels
- In Admin Center, click
AI in the sidebar, then select AI agents > AI agents. - In the Advanced section, click the AI agent you want to set as the
default responder.
- In the Channels section, select the channels you want the AI agent to
be the default responder on.
- Click Save.
Setting an advanced AI agent as the default responder for all channels
You can also set an advanced AI agent as the default responder for all messaging channels.
To set an advanced AI agent as the default responder for all channels
-
In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
- In the Advanced section, click the options menu (
) for the AI agent you want to set as the
default responder. - Select Set as default for all channels.
The AI agent is marked as default, and it becomes the default responder for all configured messaging channels.
