DocumentationAPI Reference

AI Agents

In addition to Zendesk’s out-of-the-box bot automation features, developers can fully customize and extend their implementation with the advanced capabilities of AI agents:

  • Seamlessly integrate your bots with custom CRMs, business systems, and third-party APIs
  • Automate key support and business workflows using robust APIs
  • Personalize conversations by storing and reusing parameters and metadata tied to each user or session
  • Use webhooks to receive real-time event notifications and trigger backend actions
  • Escalate conversations to human agents with full context or implement custom escalation logic using widget integrations
  • Tune conversation flows with custom templates and message types to match your use case
  • Access conversation data programmatically to power analytics, reporting, and compliance initiatives

Note: You must have the AI agents - Advanced add-on to use these APIs.

Authentication

Understand how to securely authenticate with API keys to connect to the AI agent platform.