AI agents are the next generation of AI-powered bots that automate and resolve your customers’ issues across service channels. As AI becomes increasingly essential to customer interactions, AI agents enable you to move toward greater automation and efficiency.
AI agent functionality is split into multiple levels, each offering the support you need for different business requirements. Each level of AI agent functionality comes with an allotted number of automated resolutions, which are used to measure usage of AI agents.
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About the AI agent levels
AI agent functionality is split into two different levels: Essential and Advanced.
AI agents - Essential
Included in all Zendesk Suite and Support plans, AI agents - Essential allows you to start automating in minutes with generative replies powered by the latest AI technology.
The Essential level is designed for quick, self-service adoption. With it, you create generative AI agents that harness knowledge-based self service.
To learn more, see the following resources:
AI agents - Advanced
Available as an add-on for any Suite or Support plans, AI agents - Advanced includes all features of the Essential level in addition to advanced functionality such as conversation flows (including hybrid flows that combine generative AI and scripted responses), API access and orchestration, and advanced analytics.
The Advanced level is designed for customers with high support volumes or more complex automation requirements.
To learn more, see the following resources:
Legacy AI agent functionality
Customers who had any drafted or published AI agents as of February 2, 2025 still retain access to certain legacy AI agent features that are not included in the Essential level. These legacy features include:
These features will no longer receive functional improvements, but will be fully supported with important bug fixes and technical upgrades.
Features included in each level
| Essential | Advanced | |
| Generative AI replies | ||
| Generative replies on messaging channels | Yes | Yes |
| Generative replies on email channels | Yes (autoreplies with articles only) | Yes |
| Multiple content sources | No | Yes |
| Restricted content sources | Yes | Yes |
| AI agent personas | ||
| Tone of voice | Yes | Yes |
| Business profile | Yes | Yes |
| Instructions | No | Yes |
| Language support | ||
| Languages supported | 30 languages with automatic translations | 79+ languages (requires translations to be provided) |
| Flows and integrations | ||
| Zero-training AI agents | No | Yes |
| Conversation flows | No | Yes |
| Hybrid flows | No | Yes |
| Integrations | No | Yes |
| Reporting and analytics | ||
| Automated resolutions | Yes | Yes |
| Active users | Yes | Yes |
| Agent transfers | Yes | Yes |
| Conversation journey explorer | No | Yes |
| Knowledge gap analysis | No | Yes |
| Intent performance breakdown | No | Yes |
| Behaviors | ||
| Welcome reply | Yes | Yes |
| Escalations and data capture | Yes | Yes |
| Business hours | Yes | Yes |