Allow both AI Agent and fallback messages to be customized in "Notify by>Autoreply using generative AI" trigger action | Community
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Idea Submitted

Allow both AI Agent and fallback messages to be customized in "Notify by>Autoreply using generative AI" trigger action

Related products:Zendesk AI & automation
  • August 13, 2025
  • 6 replies
  • 0 views
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Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

The new “Notify by>Autoreply using generative AI” trigger action (added with AI Agents for email/webform) only allows the fallback response to be customized. The normal response should be customizable as well as the fallback response.

What problem do you see this solving? (1-2 sentences) 

With the existing “autoreplies with answers” trigger action, I can customize the response to include appropriate boilerplate above the suggested articles, which are inserted via the “autoreply.article_list” substitution. I want to be able to include the same boilerplate for GenAI replies with the new trigger action.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is the default behavior of the new “AI Agents for email/webform” capability, and not being able to implement the necessary boilerplate is blocking our implementing this new capability.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I am trying to implement Instructions for the AI Agent to include the necessary boilerplate, which currently isn't working (I have a ticket open for that). But frankly, doing this via Instructions is a hack. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The “Notify by>Autoreply using generative AI” trigger action should allow both the normal and fallback responses to be customized, inserting the GenAI content into the template via an appropriate subsitution, as is done for “autoreplies with articles”.

    6 replies

    Shawna11
    • Shawna11
    • Community Manager
    • August 13, 2025
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      Nikki12
      • Nikki12
      • October 21, 2025

      I think this feature request makes a lot of sense. 

       

      I would also include along with this - instead of just the message text being editable, I think that the other actions should be configurable based on whether it was the fallback or the generative AI. 

       

      For example, if it was generative AI, I would like to set it as ticket status "pending" (or “solved”) because presumably the generative AI answered the question.

      However, when it does the fallback, I need it to stay ticket status “open” because by definition it means that an agent needs to view it. 

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        • David22
        • Author
        • October 21, 2025

        Good point, @nikki12. I would up doing a lot of work with tags, triggers, custom statuses, and automations to implement a 0-touch-ticket SOP off of this, leveraging the ar_suggest_true and ar_suggest_false tags that get added when the AI Agent replies vs sending the fallback response, to enable Agents to “defer” a ticket that has a good AI Agent reply. We “wake it back up” if the end-user replies when it's in the “deferred” status, and use automations to bump then solve the ticket after 24/48 hours. A lot of what I did could have been avoided if the autoreply works as you suggest.

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          • Paul33
          • February 17, 2026

          Yes I agree, it seems like the AI agent is missing a key feature if we are unable to move the ticket to our normal support queue if it is not able to answer the question. This causes bad customer service and frustrates the customers. Overall, without this feature, it means I can't justify keeping it on. 

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          • David22
          • Author
          • February 19, 2026

          @paul33 That part is actually simple - add a trigger that checks for ar_suggest_false being set. I use that to add an internal note for our Agents, and also to control a View that I use to review tickets where the AI Agent fails (to see if it's something I can fix, like a question we hadn't anticipated for which I need to write a new FAQ).

          The issue this request is about is that we can't customize the format of the AI Agent's response, only the fallback response. I want to be able to add boilerplate around the AI Agent response like I could do with the older “autoreplies with articles” that “AI Agents for email/webform” replaced. Some of what I want to do with boilerplate I can do with Instructions for the AI Agent (now that they work for email - they initially only worked for chat). But I can't format them that way.

          Nina22
          • Nina22
          • March 13, 2026

          Yes, definitely, this is a must-have when implementing AI agents. I am pretty surprised that this has not been planned. 
          So, to be able to track the emails handled by AI, on top of having the different statuses depending on the AI response type (generated or fallback), we also need to set up some other rules, like adding tags depending on the answer, which helps create the views, etc. 
          But the main pain point is actually having AI-answered tickets in Open or New status, no matter if the real answer is sent or not. 
          Please add this. 
          Thanks

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