Zoho has rolled out two new ways to surface Zia Agents directly to end users in Zoho CRM: an Agent Switcher that lets people pick a conversational agent from anywhere in the CRM, and the ability to embed an agent as a related list directly on a record's detail page.

The Agent Switcher

The switcher lists every conversational agent available to the signed-in user, covering both Zia's built-in agents (Module Insights, How-to, and Customization) and any custom agents your organisation has configured. It's accessible from the Ask Zia panel and directly from the Agents tab on the left-hand side of the screen.

Once an agent is selected, the user types a request in plain language and the agent replies inline, drawing on its own instructions, tools, and configured data access. Switching to a different agent or starting a fresh chat is available from the same dropdown at any time.

Why this matters

• Access is profile-based, so each user only sees the agents an administrator has granted to their profile, rather than every agent across the organisation.
• Sensitive or high-cost agents can be restricted to specific profiles, such as Sales Admins, while a general Q&A agent remains open to everyone.
• A single agent can be granted to multiple profiles, or different agents assigned to different teams, all through simple profile selection rather than per-person configuration.
• For agents using a Logged in User connection, each person's request runs against their own data scope. Two users on the same profile asking about "my meetings today" each get their own results, not each other's.
• End users simply open the switcher and pick an agent. Deployment, modules, and configuration remain entirely out of their hands.

In practice, this means different teams see a different toolkit from the same panel: Standard and Sales rep profiles might see an SDR or deal follow-up assistant, Sales Admins and managers might get coaching, forecasting, or pipeline-analysis agents, Marketing profiles might see campaign or lead-qualification agents, and Support profiles might see case summarisation or how-to agents.

Agents in Related Lists

A Zia Agent can now be added directly to a record's detail page as a related list, appearing inside the Related List panel on the record itself. This means suggestions grounded in that specific record's data are available without ever leaving the page.

For example, if a Discount Suggestion agent has been built around your organisation's actual discount policy and deployed in CRM, it can be added as a related list on the Deal module. A rep finalising a deal where the customer is asking for a discount can click that related list while already on the Deal record and get a policy-grounded suggestion right there, rather than switching context to work it out elsewhere.

Once added, the agent sits in the Related List panel at whatever position you set within the record's detail view, and can be managed like any other related list:

• Hide the agent from the panel when it isn't currently needed
• Reorder its position relative to other related lists
• Edit the agent's configuration
• Remove the agent from the related list entirely

Agent insights on a record can also be refreshed on demand, useful when checking a record after some time has passed or when you specifically want an updated view.