Summary: ◀▼
You can manually mark users as AI agents to ensure they are reviewed with the correct resources. Only Marketplace-installed bots are supported, and each bot must have a unique email address. Admins and account managers can mark or unmark users as bots, which helps manage bot reviews and exclude bots when needed for better quality assurance.
Zendesk QA automatically detects Zendesk AI agents on messaging channels.
Besides Zendesk QA’s automatically detected AI agents, you can manually mark other users as AI agents, so they can be reviewed using the correct resources.
Admins and account managers can mark users as bots. Users with admin roles cannot be marked as bots.
Before third-party bots can be marked as bots in Zendesk QA, they must first be added as users. You can add third-party bots via Zendesk Admin Center. See Managing third-party bots in Admin Center.
Marking users as bots
- In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
- Select Users.
Your list of users is displayed.
- Click the options menu icon (
) next to the user.
- Select Mark as bot.
Your marked user-bot is now listed in the Bots section.
If you accidentally set a real user as a bot, they won’t be able to log in anymore. However, you can revert this action by selecting Mark as user. No data will be lost.
