1. What are the supported AI models? 

Currently, Zia Agents support the following models:

• Zoho-hosted LLM: Unlimited use, no AI credits needed. Powered by Zia.
  - Qwen 2.5 14B – a powerful open-weight model suitable for complex tasks.

• External LLMs (Zoho Keys): Use OpenAI via Zoho keys. Billed at vendor rate. Uses AI credits from Zia Agents.

- GPT 4o Mini, GPT 4o, GPT 4.1 Mini, GPT 4.1, GPT 5.1 – optimized for speed and efficiency in real-time reasoning.

• BYOK: Use your own API key. No AI credits used. Billed directly to provider. Supports OpenAI, Anthropic, Gemini. Pay vendor directly.

 2. What's the purpose of Knowledge Base?  

The Knowledge Base (KB) allows Zia Agents to reference domain-specific information, policies, and instructions that help them take more accurate actions. While KB documents are optional, they significantly improve the agent’s reasoning and decision-making.

KB documents may include:

1. Product information like pricing, features, specifications, etc.

2. Operational workflows or SOPs

3. Step-by-step instructions

4. Compliance or policy guidelines

5. Rules to choose specific methods under certain conditions

6. Expert assignments, ownership logic, or routing rules 

 Example: When a prompt asks the agent to assign ownership of records based on users' expertise, the agent follows the KB guidelines and identifies relevant keywords in the record to determine the best suitable owner. 

 3. How do I undo a deployment? 

Deployment in general is irreversible. Instead of retracting a deployed agent either as a digital agent or via connection, you have the option to delete the agent or make changes by editing it, resulting in newer versions being created. These versions cannot be deleted. Each time you edit the agent, new versions are generated that can be deployed as fresh instances.

 4. What can a deployed agent do if it has no tools? 

An agent starts doing things with the appropriate tools to carry out the relevant actions. Without tools, the agent is simply a basic API call to LLM. In this scenario, the agent loses its purpose and becomes ineffective. It will only function as a reactive LLM, providing general answers based on the existing knowledge.

 5. How do I choose the right scopes for my tools? 

The scopes required for your tools are listed in the tooltip of Required Scopes.

1. Choose the respective connection and click Edit. Scroll to Scopes and search for the scopes that were listed.
   

2. Check the boxes against them and click Update or Create and Connect.

3. Click Done.
   Refer here to choose the right scopes for CRM.

 6. Is there any limit to how many tools can be added in a custom tool group? 

There aren't any limits to the number of tools you can add to a custom tool group.

 7. What do I need before creating a Zia Agent? 

You’ll need:

1. Clear instructions for how the agent should work

2. Tools (APIs) that define the actions it can perform

3. A knowledge base with documents it can use for reference

4. Valid connections to the services it will interact with (e.g., Zoho CRM, Desk)

 8. Is there an alternative when there's an internal server error while testing the agent? 

In this case, the best practice is to create a custom tool using your own YAML file or get the YAML from the API, download and modify it according to your business requirement and upload it under Schema while creating the tool.

 9. Will max pages being higher than max depth or the actual max page required affect web scrapping in any way? 

As long as the limit does not exceed 200, it should be fine. However, having Max Page higher than required may impact the accuracy of web scraping performance.

 10. How can I deploy my Zia agent on my website using Zoho Sites? 

Any Zoho product can deploy agents with trigger buttons and others. You can use custom connections to authenticate it.

 11. How do I monitor the an agent's performance metrics? 

Super-admins can use Observability to monitor the metrics and performance of the agents. This will include access to the list of API calls your agent makes and other performance metrics.

 12. Can I create my own guardrails? 

While creating the agent, under Additional Settings, you can enable Custom Guardrails that lets you define rules that guide how the agent should behave. You can specify clear do’s and don’ts to control the agent’s responses and actions.

Do’s: List the behaviors or actions the agent is allowed or encouraged to follow.

Don’ts: List the behaviors or actions the agent must avoid.

You can add up to 10 rules in each category to ensure the agent follows your guidelines.

 13. Is PII data being masked in Agent? 

We will mask basic PII info. Handle sensitive data responsibly and apply masking or anonymization as required by their compliance policies.

 
14. How do we raise queries regarding Zia Agents access? 

You can reach us via email at support@ziaagents.com or pilot-ziaagents@zohocorp.com.