> ## Documentation Index
> Fetch the complete documentation index at: https://support.myaskai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk Playbooks

> Here you'll find how to set up specific use cases for your Zendesk AI agent

### 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

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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) 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**).

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