Permission: Only users with Manage Configuration permission for Zia Agents can manage agents in CRM.

Managing an Agent

The page has four parts:

1. Agent details: the agent’s name, description, deployment method, version, activation details, execution scope, and model. From here, you can open the agent in Zia Agents, remove its configuration, or review and allow a newly deployed version.
   
2. Access in Agent Switcher: Turn on the toggle to let users chat with the agent in Ask Zia. Click Preview to see the agent in the Agent Switcher.
3. Configure Agent Across CRM: Lists each place where you configured the agent, with its name and configured place, such as 'Custom Button - Deals - In Record.' Click Associate to add the agent to a new place.
4. Settings: Shows the profiles that have agent permission. Click the edit icon to change them.
   

Note: Configure Agent Across CRM is available for all agents, but Access in Agent Switcher appears only for agents that don't require parameter mapping. An agent that works on a specific record, such as one that calculates an account's churn score, needs CRM to pass that record's details through parameter mapping. A record-level placement, such as a button, provides that context. An agent that doesn't need mapped input, such as one that answers questions about your org, can also work in a conversation, so you can make it available in the Agent Switcher as well.

Let's look into the details of each section

Agent Details

The top of the Manage Agent page shows the agent’s avatar, name, and description, along with the following details:

1. Deployment method: the tag next to the name, such as Connection.
2. Version: the version CRM is running, shown on the right.
3. Activated by: the user who activated the agent, and when.
4. Execution Scope: whose access the agent runs with, such as Logged-in User.
5. Model: the AI model the agent uses, such as GPT 4o Mini.

Click View Agent to open the agent in Zia Agents, or click Remove Configuration to remove its setup from CRM.

Deployed versions

When someone deploys a newer version, or any other version, of the agent in Zia Agents, CRM shows the View updates tag on the agent.

To switch to the deployed version

1. Click View updates.
2. Review the changes.
3. Click Allow New Version.

The agent keeps its existing configurations, such as custom buttons and profile access.

Note:

1. CRM runs the most recently deployed version. To use an earlier version, redeploy it in Zia Agents. Version management happens only in Zia Agents. CRM can only move to the most recently deployed version.
   
2. To use an earlier version, redeploy it in Zia Agents, then allow it the same way.
   

Access in Agent Switcher

Use this option when users want to ask the agent questions or give it instructions in a conversation, instead of running it on a record from a button.

To turn it on, enable Access in Agent Switcher on the Manage Agent page, then select the profiles that can chat with the agent. Only users with those profiles can see the agent in the Ask Zia switcher and chat with it.

To see how the agent appears, click Preview next to the toggle. The Position Preview highlights the Agent Switcher in Ask Zia.

In Ask Zia, the agent switcher sits in the top-left corner and groups agents into two lists:

1. Native Agent: Built-in agents that Zoho CRM provides, such as the Module Insights Agent and How-to Agent.
2. Custom Agent: Agents your organization created or hired and configured for the Agent Switcher.

Users pick the agent from the Custom Agent list, or search for it by name, and start chatting. The chat page shows the agent's name, avatar, and description, so users always know which agent they're talking to.

Configure Agent Across CRM

Decide where an agent appears, associate it to flows:

The associations with Home Page, Kiosk Page, and Workflow take you to their respective configuration pages. On the Home page, during customization, you can use agents as components.

On the Kiosk page, you can choose an agent as a component to any flow.

In Workflow Rules, add an agent as an instant action.

Add as action buttons:

When you associate an agent with a custom button, you choose the page, position, and layouts where the button appears. Each placement suits a different task, depending on whether the agent works with one record, several records, or the whole module.

In record

Place the button on a record page when the agent needs to work with a single record. The agent uses the record’s details as its input.

1. Create/Clone: Use this placement when you want the agent to help users fill in a new record before they save it.
   Example: On the Create Quote page, a Suggest line items button runs an agent that reviews the related deal and the account’s past purchases. The agent then recommends products, quantities, and discounts.
2. Edit: Use this placement when you want the agent to review the changes users make to an existing record.
   Example: On the Deal edit page, a Review deal update button runs an agent that checks the new stage against recent activities. The agent flags gaps, such as a deal moved to Negotiation with no meeting logged.
3. Details: Use this placement when you want the agent to analyze a saved record and act on it.
   Example: On the Account details page, a Prepare for meeting button runs an agent that reviews open deals, recent cases, and the last few emails. The agent then drafts talking points for the next meeting.

In list

Place the button on the list page when the agent needs to work with the whole module, a single row, or a set of records that users select.

1. Utility Menu: Use this placement when the task relates to the module but not to a specific record. Users don’t need to open or select any records.
   Example: On the Leads list page, a Plan my follow-ups button runs an agent that reviews all leads the user owns. The agent picks the leads that need attention today, such as leads with no activity in two weeks or a callback due, explains why each one made the list, and suggests the next step.
2. Each Record: Use this placement when users want to run the agent on one record directly from the list, without opening it.
   Example: On the Quotes list page, a Check quote terms button on each row runs an agent that compares the quote’s discount and terms against your pricing policy. The agent flags any exceptions before the user sends the quote.
3. Mass Action Menu: Use this placement when users want to run the agent on several records at once. You can run the agent on up to 10 records at a time.
   Example: On the Cases list page, users select multiple open cases and click Triage cases. The agent reads each case, sets the priority based on the issue, and suggests the right team to handle it.

In related list

Place the button in a related list when the agent needs to work with records that belong to a parent record. When you set up this placement, CRM lists all the related modules of the selected module. Choose the related module where you want the button to appear. The button appears in that related list when users select one or more records.

Example: On an Account’s details page, users select several cases in the Cases related list and click Find recurring issues. The agent reviews the selected cases, identifies common problems, and drafts a summary for the account manager.

Settings

In the Settings section of the Manage Agent page, you can edit the agent's permissions for each profile.

1. Under Zia Agent Configuration, select Configured from the filter dropdown.
2. Click Manage on the agent's card. The Manage Agent page will open. 

To manage an agent

1. Under Zia Agent Configuration, select Configured from the filter dropdown.
2. Click Manage on the agent's card. The Manage Agent page will open. 
   

To configure an agent

1. On the Manage Agent page, you can enable conversation with the agent in the Agent Switcher. After enabling, you can access the agent as a custom agent inside the Ask Zia chat.
2. To add the agent to any of these locations, click Associate. 
1. Home Page: Configure where the agent appears on the Home page.
2. Buttons: Add action buttons on record, list, and related list pages.
3. Related List: Add the agent as a custom related list in a module.
4. Kiosk Page: Add the agent as a component in a kiosk flow.
   
5. Workflow: Add the agent to a workflow rule as an instant action.
   
   
3. To associate an agent with a button:
1. Click Associate against Buttons.
2. In the dropdown, select the module where you want to place the button.
   
3. In the Create Custom Button dialog box, name the button and optionally add a description
4. Select the page, position, and layouts that the button should appear.
   
5. In the Button Accessibility section, choose who can see and use the button. You can turn on one or both toggles.
   
1. Turn on For CRM Users to show the button to users in your CRM organization.
2. Turn on For Portal Users to show the button to users who access CRM through a portal.
3. Select the profiles and/or portal user types that need access.
4. Click Save. The custom button will be created in the configured place and will be listed here.
   
   
4. To associate an agent as a related list:
1. Click Associate.
2. In the dropdown, select the module where you to place the agent as a custom related list.
3. Name the related list and click Save.
   

Edit or delete a configured place

Remove an agent's configuration/Deactivate an agent

1. Delete the custom buttons and agent associations made.
   
   
2. Click Remove Configuration.
   
3. Agree to the warning on the pop-up and click Remove Configuration.
   
   
4. Upon deactivation, the agent is moved to the Not Configured list.