Deployment Options
ZIA can be deployed in different modes depending on your comfort level:
1. Suggest Mode (Recommended to start)
ZIA suggests replies to your agents, but doesn't send them automatically. Agents review and approve each suggestion before it's sent.
- Low risk — every response is human-reviewed
- Speeds up agent response time
- Helps train agents on best practices
2. Auto-Resolve Mode
ZIA automatically responds to customer queries that match your knowledge base with high confidence. Uncertain queries are escalated to human agents.
- Resolves FAQs without human intervention
- Configurable confidence threshold
- Automatic human escalation for complex queries
3. Autonomous Mode (Scale Plan)
Full AI autonomy where ZIA handles the entire conversation, from greeting to resolution. Only escalates truly complex cases to human agents.
Enabling ZIA on Channels
- Go to AI Agent → Deploy
- Select the channels where you want ZIA to operate
- Choose the deployment mode for each channel
- Set the confidence threshold for auto-resolution
- Enable and monitor
💡 Tip: Start with Suggest Mode on all channels. Once you're confident in ZIA's accuracy, gradually switch to Auto-Resolve for your highest-volume query types.