Worth knowing: Building AI agents means first building out a knowledge base across several menus (knowledge, AI agents, channels) — the presenter notes Zendesk overall can feel complex despite requiring no code.
Summarized from 2 community tutorials · July 2026
Highlights
Knowledge base powers AI answersPublish articles to a Zendesk help center that the AI agent draws on to answer customer questions.
AI agent creation wizardName the agent, pick a tone of voice and brand, then test it before going live.
Multi-channel deploymentConnect the same AI agent to a web chat widget, WhatsApp, Facebook Messenger and Instagram DM via embeddable code.
Live testing before publishChat with the AI agent and generate test tickets to check responses before publishing it to customers.
Persona and behavior customizationSet avatar, persona, reply length, language/translation, greeting message and fallback-to-human options.
Summarized from 2 community tutorials · July 2026
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