Can I use multiple advanced AI agents in my Zendesk account?

Question

Answer

Yes. You can use multiple advanced AI agents for your messaging channels in your Zendesk account. Then use rules to route which AI agent responds on each channel. See Setting an advanced AI agent as the default responder for a messaging channel.

You can use multiple AI agents to your email channel, but this may cause some workflow issues. Instead, connect a single AI agent to email and use the features below to tailor the AI agent’s responses by brand:

Create and add actions to collect and act on brand details in the conversation
Insert conditional blocks in dialogues to separate conversation flows by brand
Create segments to identify and target specific customer groups by brand
Configure search rules, so the AI agent searches only knowledge sources that are relevant to the brand

THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.

What is Brand and channels? What does the Brand setting do for my chatbot? Why should I use Brand settings for an answer bot?

Brand and channels determines which help center or knowledge base to use and where your AI agent or chatbot shows up. The AI agent uses content from the help center of that brand and you can assign it to channels associated with that brand, subdomain, or instance.

What do I need to connect my AI agent to WhatsApp? What are the prerequisites to add a chatbot to social messaging channels? Can I add an answer bot to social media?

You must use Zendesk messaging. You must connect your WhatsApp messaging channel to your Zendesk subdomain, account, or instance before you can add the AI agent.

How do I add the AI agent to WhatsApp? How can I connect my chatbot to social messaging channels? How do I set up an answer bot on social media?

Create a new AI agent or edit an existing chatbot.
Navigate to Brand and channels > Messaging.
Select WhatsApp or your other social messaging channels.
Publish your AI agent to apply the settings.