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Only use AI agent for out-of-hours replies in Zendesk Tickets

To set your Zendesk AI agent to only reply to tickets out-of-hours:
  1. Create a schedule in Zendesk for your business hours
  2. Edit the My AskAI trigger in Zendesk “Notify My AskAI…”
  3. Add a new condition to the list “Meet ALL of the following conditions”
  4. New conditions: Ticket within business hours > is > No
This means that the AI agent will only be notified about tickets outside of business hours.

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How to collect email on handover/escalation in Zendesk Messaging

When a Zendesk Messaging conversation has been handed over or escalated to an agent, you will likely want to collect the email address of the user or customer if they were a visitor. Follow these steps to collect any email or data on a customer at escalation and specifically: Enable email collection by clicking “Use both verified and unverified emails” in the Zendesk Messaging settings in Zendesk (accessible via the Admin panel and going to Messaging > Messaging Settings).