Question
Can I restrict the customers who interact with email advanced AI agents?
Answer
Yes, you can use user tags and organization tags to restrict the customers who interact with email advanced AI agents.
Restricting all customers from an organization
If your customers are part of an organization you can use an organization tag to restrict their access to email advanced AI agents. The tag must be applied to the customers' default organization.
- Add the tag escalated_by_ultimate to the organization. New tickets from all users in this organization will receive the escalated_by_ultimate tag, which the advanced AI agents identify and use to skip these tickets.
Restricting single customers
If you want to restrict individual customers, you can use a user tag to restrict their access.
- Add the tag escalated_by_ultimate to the profile of the user. As a result, every ticket from this user will include the this tag, which the advanced AI agents use to skip the ticket.
For more information, see this article: Adding tags to users and organizations