Turning off automated resolution features

The automated resolutions pricing model for AI agents is now live. See About the latest pricing plan for more information.

This functionality is part of AI agents.

You can manage automated resolutions usage by turning off some or all of the features that consume automated resolutions in your Zendesk configuration.

Note: Tools for limiting automated resolution consumption in your account will be available soon.

This article includes the following sections:

• Preventing automated resolution usage in conversation bots
• Turning off automated resolution usage in email notifications
• Turning off automated resolution usage in web forms
• Turning off Article Recommendations in Web Widget (Classic)
• Finding more information

Related articles:

• Overview of AI agents
• About automated resolutions for AI agents
• Moving to automated resolutions from existing bot pricing plans
• Managing your automated resolutions
• On-demand: Learn how to use AI agents (Free training course on AI-powered intents and autoreplies)

Preventing automated resolution usage in conversation bots

Conversation bots are deployed through messaging channels like the messaging Web Widget. You can prevent conversation bots from consuming automated resolutions by disconnecting or deleting them from messaging channels, or by turning off article-based behavior in a bot.

Disconnecting and deleting conversation bots

When you disconnect a messaging bot from a channel, it is replaced by the default messaging response unless another bot is connected to that channel. Before disconnecting bots, make sure your default messaging response is properly configured.

To disconnect a bot from a channel

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot you want to disconnect.
4. In the Settings tab, expand the Channels section and deselect the channel you want to disconnect.
5. At the top of the page, click Publish bot, then confirm your changes.

   Your changes are saved, the bot is disconnected, and the default messaging response is activated.

If you are no longer using a bot, and do not plan on using it in the future, you can delete it. When you delete a bot, any connected channels will revert to their default response settings.

To delete a bot

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot's Options icon (), then select Delete.

   The bot is removed from the bot list. This action cannot be undone.

Turning off automated resolution usage in email notifications

Autoreplies in email notifications are ticket trigger-based, and can consume automated resolutions when their triggers include the Autoreply with articles or Autoreply action. You can prevent automated resolution usage by deactivating or deleting these triggers.

In an email notification, a ticket trigger with the Autoreply with articles action adds a list of recommended articles to the body of the email. A ticket trigger with Autoreply action uses intelligent triage to identify and incorporate help center content into your notification email.

You can deactivate ticket triggers that include the Autoreply actions. After the triggers have been deactivated, you can delete them, but it isn't required. Deactivating the triggers prevents them from running, which means they will not consume automated resolutions.

To deactivate and delete ticket triggers using autoreply actions

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, click the Ticket tab.
3. Filter the triggers list to display only triggers that include the Autoreply or Autoreply with articles action, using the following criteria:
   • Type: Actions
   • Category: Notify by, and select Autoreply or Autoreply with articles.
4. Select the triggers you want to deactivate.
5. Click Deactivate at the bottom of the page, then confirm your selection.
6. Delete the triggers if needed.

Turning off automated resolution usage in web forms

Web forms can consume an automated resolution when autoreplies are toggled on. You can turn off autoreplies for each active web form in your account.

To turn off autoreply with articles in web forms

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage autoreplies.
3. Click the Web form tab.
4. Under Active web forms, use the toggles to turn off autoreplies for all ticket forms.

Turning off Article Recommendations in Web Widget (Classic)

If you’re using the legacy Web Widget (Classic), automated resolutions can be consumed when the bot suggests an article in the conversation using Article Recommendations.

To turn off Article Recommendations in Web Widget (Classic)

1. In Admin Center, click Channels in the sidebar, then select Classic > Web Widget.
2. Click the Basics tab. If you have multiple brands, select the widget for the brand you want to use with the conversation bot, then click Basics.
3. Deselect the Help Center checkbox.
4. At the bottom of the widget settings, click Save.

Finding more information

If you have feedback or questions related to AI agents, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.