Besides Zendesk QA’s automatically detected AI agents: conversation bots, Ultimate messaging bots, and bots created with Sunshine Conversations, you can also manually mark other users as AI agents, so they can be reviewed using the correct resources. See Evaluating the performance of AI agents using Zendesk QA.
Admins and account managers can mark users as bots.
Only users with the agent, workspace reviewer, lead, and workspace manager roles can be marked as bots. Users with admin and account manager roles cannot be marked as bots. See Understanding roles and permissions in Zendesk QA.
Marking users as bots
- In Zendesk QA, click your profile icon in the bottom-left corner.
- 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.
You can exclude bots from reviews by selecting Yes or No using the checkbox in the Reviewable column. This can be useful when you don’t have enough context to review a bot.
Non-reviewable bots are also not displayed in filters. See Filtering Conversations.