scripted dialogues in AI agents: what does this AI read, and can you turn it off?
Checked on October 28, 2026 by verification chain vchain-1
Whether it is on by default is not yet verified; whether it can be turned off is not yet verified.
The facts, edition by edition
| All editions | |
|---|---|
| What the AI does | Act “Dialogues use defined, branching logic to determine an AI agent's responses and actions during a conversation with a customer.” “you can create dialogues that allow the AI agent to respond to customer requests according to scripted conversation flows” [1] dated copy |
| Model | Not yet verified |
| What it reads | Customer data “Dialogues use defined, branching logic to determine an AI agent's responses and actions during a conversation with a customer.” [1] dated copy |
| Where the data goes | Not yet verified |
| Trains on your data | No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [2] dated copy |
| On by default | Not yet verified |
| Can be turned off | Not yet verified |
| Billing | Not yet verified |
| Feature type | Not yet verified |
| Frameworks the catalog links to it | Not yet verified |
All editions
- What the AI does
- Act “Dialogues use defined, branching logic to determine an AI agent's responses and actions during a conversation with a customer.” “you can create dialogues that allow the AI agent to respond to customer requests according to scripted conversation flows” [1] dated copy
- Model
- Not yet verified
- What it reads
- Customer data “Dialogues use defined, branching logic to determine an AI agent's responses and actions during a conversation with a customer.” [1] dated copy
- Where the data goes
- Not yet verified
- Trains on your data
- No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [2] dated copy
- On by default
- Not yet verified
- Can be turned off
- Not yet verified
- Billing
- Not yet verified
- Feature type
- Not yet verified
- Frameworks the catalog links to it
- Not yet verified
To turn it off
- All editions: Not yet verified
Frameworks the catalog links to it
Linked frameworks will appear once the reference set is published.
- All editions: Not yet verified
Sources
- Getting started with AI agents for customer service, Zendesk, October 28, 2026
- Generative AI at Zendesk, Zendesk, October 28, 2026
Change log
No change since first publication.
This fact sheet says nothing about your setup: the free readout, in French for now, reads it in your tools.