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    • Zeus AI Overview

    Last updated October 23, 2026

    Who can use this feature?
    Admins and Agents can view and edit Zeus AI. Only Admins can turn Zeus AI on and change channel and API settings. Viewers can't open Zeus AI.
    Zeus AI is a paid add-on available for any Atlas plan.

    Build, train, and maintain your Zeus AI assistant to handle your customer support ecosystem. You can customize the assistant's core brain using knowledge snippets, tool servers, resolution protocols, guardrails, and specific brand tones. The system includes QA layers to audit or simulate conversations, automation to act on conversations automatically, channel controls to deploy Zeus AI across communication platforms in autonomous or suggestion modes, and a configuration hub to manage API credentials, custom profiles, and automated routing rules.

    Related articles:
    •  Zeus AI Agent: Set up the knowledge, tools, protocols, guardrails and tone Zeus AI works with.
    •  Zeus AI Automations: Let Zeus AI act on tickets automatically.
    •  Zeus AI QA: Test Zeus AI and review its real conversations.
    •  Zeus AI Platform: Connect Zeus AI to Zeus Chat, Front, Intercom and Zendesk.
    •  Zeus AI Configuration: Manage API credentials, profiles and profile mapping.

    Key Features

    • Data sources: Add the Help Center, Tickets, Files and Websites as data sources.
    • Knowledge Snippets & Auto-Generation: Manually add custom information snippets, or auto-generate them from your connected data sources (Help Center articles, Websites, Files and Tickets), to power Zeus AI answers.
    • Tools: Native Workflows & MCP Servers: Build custom action workflows on a visual canvas, or connect external MCP servers (Linear, Notion, or a custom endpoints) to give Zeus AI live, real-time execution capabilities.
    • Resolution Workflow Protocols: Upload training manuals, onboarding docs, and step-by-step resolution workflows that guide how Zeus AI handles team-specific ticket scenarios, with Draft and Published states.
    • Guardrails: Create Prompt, Content Limit, Regex Pattern, or URL guardrails to control, validate, and monitor how Zeus AI handles agent and customer messages.
    • Contextual Tone Customization: Add company background information and manage distinct personality and tone configurations to control exactly how Zeus AI speaks across different contexts.
    • Automations: Combine a trigger, optional filters, and one or more actions to automatically follow up, close, escalate, or call an external tool on conversations that meet your conditions.
    • Sandbox Test Mode: Simulate real-time customer prompts in a safe sandbox to validate Knowledge, Tools, Protocols, Guardrails, and Tone before going live.
    • QA Run History & Auditing: Review past AI conversations, inspect response reasoning, and track evaluation states by tagging sessions as Pending, Reviewed, or Flagged.
    • Zeus Chat Integrations: Deploy the embeddable Zeus Chat widget on your websites or Help Center.
    • Platform Integrations: Connect Front, Intercom, Zendesk, or Jira so Zeus AI can read, manage, and reply to conversations (or create and update issues) directly within your existing tools.
    • Developer API Credentials: Retrieve authentication tokens, webhook secrets, and signing keys to plug Zeus AI directly into custom apps.
    • Persona Profiles & Automated Mapping: Design unique chat experiences with custom identifiers, tailored knowledge bases, and specific workflow protocols for different customer segments, then route incoming conversations to the correct profile automatically using ordered condition rules.
    • Knowledge Management: Monitor the sync status of your data sources, and review and resolve conflicting or contradictory information before it reaches customers. 

    Once you access to  Zeus AI  menu, you will find the following options:

    The Zeus AI menu

    The Zeus AI menu. Click the image to enlarge.

    DashboardAgentKnowledgeQAChannelsConfigurations

    Your starting point, with an overview to get started setting up your agent.

    Build, customize and train the brain of your AI assistant.

    • Tools: Connect native visual workflows or external MCP servers to expand your AI's execution capabilities.
    • Protocols: Instructions for how to handle specific workflows your team uses to solve customer tickets.
    • Guardrails: Rules that control, validate and monitor how Zeus AI handles agent and customer messages.
    • Tone: Company background information and tone configurations that shape how your AI communicates.

    Manage and maintain the information powering Zeus AI.

    • Knowledge: Documents used by your agent and copilot to answer customer questions. Zeus AI can auto-generate knowledge from configured data sources.
    • Gaps: New articles suggested by the agent.
    • Conflicts: Review and resolve contradictory information detected across your data sources.
    • Data sources: Connect and monitor the sync status of Help Center, Tickets, Files and Websites.

    Audit, test and maintain the quality of your AI conversations.

    • Run history: Review past AI conversations, inspect response reasoning and track review status as Pending, Reviewed or Flagged.
    • Test mode: Simulate customer prompts in a sandbox to validate Knowledge, Tools, Protocols, Guardrails and Tone before going live.

    Turn Zeus AI on and choose how it works on each channel.

    • Overview: "Enable Zeus" to use Zeus AI to assist your customer support.
    • Chat, Email, SMS, WhatsApp, Slack Connect and Discord: In "Zeus Mode", choose how Zeus AI operates on that channel, for example "Suggestion" or "Disabled".

    Manage backend setups and integrations for Zeus AI.

    • API: Retrieve authentication tokens, webhook secrets and signing keys.
    • Profiles: Create custom personas with unique identifiers, descriptions and tailored knowledge bases or protocols.
    • Profile mapping: Configure ordered rules to route conversations to the correct profile automatically.

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