If you use Zendesk Guide to maintain a knowledge base utilized by your customer support team to address inquiries, you can integrate this knowledge into the AI CX Agent. This enables the AI to retrieve information for resolving customer support tickets.
From the AI Agent > Channels page, navigate to "Knowledge Base" section.
Click on "Enable" on "Zendesk Guide".
Enter your Zendesk subdomain when prompted. If you have multi-brand organization structure, use the specific brand's subdomain.
Click "Continue".
Once the connection is enabled, you'll be taken to the "Settings". There's no need to trigger manual sync.
The articles from your knowledge base will also be synced into AI Agent > Articles page.
If you make changes to articles in the Zendesk, recommend triggering a "Manual Sync" by going into the Zendesk Guide settings.