# Zendesk Playbooks

### 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](https://support.zendesk.com/hc/en-us/articles/4408842938522-Setting-your-schedule-with-business-hours-and-holidays) 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

<figure><img src="/files/CVlfjoTPURigwJmYETx9" alt=""><figcaption></figcaption></figure>

This means that the AI agent will only be notified about tickets outside of business hours.

### 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](/features/escalation-data-collection.md) 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**).

<figure><img src="/files/mJSYTKlzcIxbNefhTGYp" alt="" width="563"><figcaption></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://support.myaskai.com/features/channels/zendesk/zendesk-playbooks.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.