Zendesk AI Agent Not Answering
Quick answer
An AI agent stays silent when it is enabled for the wrong channel or the help center lacks content on the question.
Most likely fix: Widen channel scope
How to fix it
Try these in order — the most common fix is first.
1. Widen channel scope
- Enable the AI agent on every channel customers use
Did this fix it?2. Fill knowledge gaps
- Add or update help center articles for unanswered questions
Did this fix it?3. Check resolution usage
- Included resolutions are 5 per agent/month (10 on Professional); extra resolutions are billed
Did this fix it?
Symptoms
Customers get no AI reply or the bot hands off immediately.
Why it happens
- AI agent not enabled for the channel
- Knowledge gaps in the help center
- Resolution allowance consumed
This guide also covers
- zendesk ai agent not working
- zendesk ai agent not responding
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