Navigating the AI agents (Ultimate) product

This article introduces you to the AI agents (Ultimate) product, including the main menu navigation and links to more information about the available features.

The table below explains the menu options available in the AI agents (Ultimate) product.

Main menu item	Sub-menu item	Description
Dashboard	Dashboard	Allows you to see a comprehensive view of your organization’s overall AI agent performance.
Overview	Overview	Allows you to see an overview of your selected AI agent's launch readiness and the next steps in onboarding. The information you see on this page depends on whether you've selected a messaging AI agent or a ticket AI agent.
Analytics	Bot analytics	Allows you to analyze the performance of your AI agents on key metrics such as bot handled, resolution, deflection, and escalation rates.
Training center	Intent training	Allows you to train intents for expression-based AI agents by creating sample expressions and associating them with an intent.
	Message training	Allows you to train intents for expression-based AI agents by associating real messages from historical conversations with an intent.
	Automation reports	Allows you to estimate the automation impact that AI agents can have on your workflows by importing historical data from your current CRM platform.
	Confusion matrix	Allows you to see how well your expression-based AI agents are able to recognize intents and troubleshoot issues with intent recognition.
Content	Use cases (includes dialogue builder)	Allows you to create and manage use cases for zero-training AI agents. Includes access to the dialogue builder, where you can create conversation paths that your AI agents follow when replying to end users.
	Intents (includes dialogue builder)	Allows you to create and manage intents for expression-based AI agents. Includes access to the dialogue builder, where you can create conversation paths that your AI agents follow when replying to end users.
	Templates	Allows you to create and manage templated replies that you can use in dialogues.
	Actions	Allows you to create and manage actions that your AI agents can take during conversations.
Conversation logs	Conversation logs	Allows you to review the conversations between your AI agents and end users, including the messages sent, actions taken, and more.
AI	AI models	Allows you to create and manage AI models used with expression-based AI agents.
Settings	Bot settings	Allows you to configure general settings for your AI agents, including languages, operating hours, and more.
	CRM integration	Allows you to import data from other CRM platforms, including Zendesk Support, Zendesk Chat, Sunshine Conversations, Salesforce, Freshworks, and others.
	Ultimate widget	Allows you to install the Ultimate widget and manage forms that you can add to dialogues.
	UltimateGPT	Allows you to manage knowledge sources, search rules, and bot personas for AI agents using UltimateGPT.
	Content entities	Allows you to create and manage pieces of information from end-user messages that can be used in dialogues.
Bot management	Create bot (Client admin role only)	Allows you to create zero-training AI agents.
User management	User management (Client admin role only)	Allows you to create and manage user access to the AI agents (Ultimate) product.
	Organization management (Client admin role only)	Allows you to manage details about your organization, including SSO integration.