Design custom AI agents for the way your business works

Agent Builder is Zendesk’s no-code experience for building and managing Custom Agents. Describe your agent’s job in natural language, give it access to the knowledge and systems it needs, then test, launch, and improve it over time.

Use Custom Agents for complex work that requires reasoning, business context, or decisions without a fixed path. They can navigate policies, exceptions, and actions across systems.

Custom Agents work behind the scenes as specialists your AI and human agents can call on, using business context and systems to help move complex work toward resolution.

AI Agents and Copilot can call on Custom Agents for complex tasks, while Action Builder connects them with deterministic workflows and actions.

Yes. Agent Builder lets teams evaluate how a Custom Agent reasons and acts before it goes live, with controls and governance to support a confident launch.

Custom AI agents can connect to the knowledge, data, workflows, and business systems they need to complete approved tasks. Available integrations and actions depend on the agent’s configuration, permissions, and supported Zendesk capabilities.

Custom AI agents can be configured with approved knowledge, permissions, tools, and escalation rules so they operate within defined business boundaries. Teams can test and monitor agent behavior before and after launch.