Can I define which customers interact with email AI agents?

Question

I want to provide higher priority to some of my customers and ensure only human agents address their tickets. Can I define which customers interact with email AI agents?

Answer

Yes. You can use user tags and organization tags to exclude customers from interacting with email advanced AI agents for both Essential AI agents and Advanced AI agents.

This article includes the following sections:

Define what customers interact with email Advanced AI agents

Define what customers interact with email Essentials AI agents

Define which customers interact with email Advanced AI agents

Exclude all customers from an organization

If the customers you want to prioritize and exclusively support with human agents are part of an organization, you can use the organization tag escalated_by_ultimate to restrict their access to email advanced AI agents. You must add this tag to the customers' default organization. New tickets from all users in the organization receive the escalated_by_ultimate tag, which cause the advanced AI agents to skip these tickets.

Exclude single customers

To exclude individual customers, add the tag escalated_by_ultimate to the user's profile. Every ticket from this user will have  include this tag, which the advanced AI agents use to skip the ticket.

Define what customers interact with email Essentials AI agents

When you connect the Essentials AI agent with your email channel, Zendesk creates a trigger named Generative reply for <AI Agent’s name>. This trigger automatically sends generative replies to new tickets.

To define what customers will bypass the AI Agent, add a condition to this trigger that excludes tickets with a unique tag, such as no_ai_reply.

Exclude all customers from an organization

If your customers are part of an organization, use the organization tag no_ai_reply to let them skip the interaction with the AI agent. You must add the tag to the customers' default organization. New tickets from all users in this organization will receive the no_ai_reply tag, which the Essentials AI agents use to identify which tickets to skip.

Exclude single customers

To exclude individual customers, add the tag no_ai_reply to the profile of the user. As a result, every ticket from this user will automatically have this tag, which the essential AI agents use to identify and skip these tickets.

For more information, see this article: Adding tags to users and organizations