# 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="https://3477336559-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fhu0WRsaCQQRKP3KeuIOQ%2Fuploads%2FSNeYssdnwzHuKrQdDCCx%2Fimage.png?alt=media&#x26;token=9884d288-9dac-4a7c-9a48-17ca8083648a" 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](https://support.myaskai.com/features/escalation-data-collection) 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="https://3477336559-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fhu0WRsaCQQRKP3KeuIOQ%2Fuploads%2F0MGFNPGXq9F9Z1T24gI6%2Fimage.png?alt=media&#x26;token=3a2082ea-7d70-4663-aba5-595f6b5b9136" alt="" width="563"><figcaption></figcaption></figure>