Can I define which customers interact with email AI agents?

<h1 id="h_01KTRC7669GHKPR4TBNGJR5E27">Question</h1><p>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?</p><h1 id="h_01KTRC7669PMXKNZ0WD7NCWAF4">Answer</h1><p>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.</p><div class="p"><div class="note">
<span class="notetitle">Note:</span> If you are part of the <a href="https://support.zendesk.com/hc/en-us/articles/10724438136858-Creating-custom-agents-in-Zendesk-EAP" target="_blank" rel="noopener noreferrer">Custom Agents EAP</a>, you can also create and designate a custom agent to take action on only customers in your account based on <a href="https://support.zendesk.com/hc/en-us/articles/8855513857306-Understanding-the-action-builder-and-action-flows" target="_blank" rel="noopener noreferrer">action flows</a> that you define around user or organization <a href="https://support.zendesk.com/hc/en-us/articles/4408888664474-About-tags" target="_blank" rel="noopener noreferrer">tags</a> present in the ticket.</div></div><button id="master-toggle" class="btn fw-semibold text-dark" data-action="expand" style="background-color: #DEF991; border: none; outline: none; border-radius: 7px; padding: 10px 20px; font-size: 15px; transition: background-color 0.2s ease;" onmouseover="this.style.backgroundColor='#cbef6d'" onmouseout="this.style.backgroundColor='#DEF991'">
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</script><div class="accordion"><p id="h_01K9RHXKPHD1RNKJDEH2G46ND">Define which customers interact with email Advanced AI agents</p></div><div class="panel">
<h3 id="h_01KTRC7669WQNWYWQX6XMPHJ3Z">Exclude all customers from an organization</h3>
<p>If the customers you want to prioritize and exclusively support with human agents are part of an <a href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank" rel="noopener noreferrer">organization</a>, you can use the organization tag <strong>escalated_by_ultimate </strong>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 <strong>escalated_by_ultimate </strong>tag,<strong> </strong>which cause the advanced AI agents to skip these tickets.</p>
<figure class="wysiwyg-image"><img style="aspect-ratio: 528/300;" src="https://support.zendesk.com/hc/article_attachments/11015507478938" width="528" height="300"></figure><h3 id="h_01KTRC7669CR8C5K9H5N7V6C1V">Exclude single customers</h3>
<p>To exclude individual customers, add the tag <strong>escalated_by_ultimate </strong>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.<br><br><img src="https://support.zendesk.com/hc/article_attachments/11015523176218" width="327" height="373"></p>
</div><div class="accordion"><p id="h_01K9YT4B4WC2ASEG2S047FN3Y5">Define what customers interact with email Essentials AI agents</p></div><div class="panel">
<p>When you connect the Essentials AI agent with your email channel, Zendesk creates a <a href="https://support.zendesk.com/hc/en-us/articles/9483857396378-Reference-Default-ticket-trigger-and-automations-created-for-AI-agents-on-the-email-channel#topic_ezb_npm_dgc" target="_blank" rel="noopener noreferrer">trigger</a> named <strong>Generative reply for &lt;AI Agent’s name&gt;</strong>. This trigger automatically sends generative replies to new tickets.</p>
<p>To define what customers will bypass the AI Agent, add a condition to this trigger that excludes tickets with a unique tag, such as <strong>no_ai_reply</strong>.</p>
<figure class="wysiwyg-image"><img style="aspect-ratio: 1594/258;" src="https://support.zendesk.com/hc/article_attachments/11015523176346" alt="no_ai_reply.png" width="1594" height="258"></figure><h3 id="h_01KTRC7669FC83NMFSV67X1XHT">Exclude all customers from an organization</h3>
<p>If your customers are part of an <a href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank" rel="noopener noreferrer">organization</a>, use the organization tag <strong>no_ai_reply</strong> 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 <strong>no_ai_reply </strong>tag,<strong> </strong>which the Essentials AI agents use to identify which tickets to skip.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1054/878; width: 79.04%;" src="https://support.zendesk.com/hc/article_attachments/11015507479322" alt="exclude.png" width="1054" height="878"></p>
<h3 id="h_01KTRC7669C3SGA57YCD2M7VN2">Exclude single customers</h3>
<p>To exclude individual customers, add the tag <strong>no_ai_reply </strong>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.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 652/714; width: 64.47%;" src="https://support.zendesk.com/hc/article_attachments/11015507479450" alt="exclude1.png" width="652" height="714"></p>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408881573658-Adding-tags-to-users-and-organizations">Adding tags to users and organizations</a>.</p>
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<h2 id="h_01KXKHAJ5KDAN6YBHZ6N8BG8ZD">Can I define which customers interact with email AI agents? Can I route specific end users to human agents only? Can I exclude certain companies from chatbot responses? Can I restrict customer accounts from advanced AI agent interactions?</h2>
<p>Yes. You can use user tags and organization tags to exclude customers or end users from interacting with email advanced AI agents for both Essential AI agents and Advanced AI agents.</p>

<h2 id="h_01KXKHAJ5K4HKK53J268BMDKCC">How do I exclude an entire organization or customer account from email Advanced AI agents? How do I route all tickets from a company away from advanced chatbots to support persons?</h2>
<ol>
<li>Navigate to the default <strong>organization</strong> profile of the company you want to prioritize.</li>
<li>Add the organization tag <strong>escalated_by_ultimate</strong> to this profile.</li>
</ol>
<p>New tickets from all users in the organization receive this tag, which causes the advanced AI agents to skip these tickets.</p>

<h2 id="h_01KXKHAJ5KW6Y1TS7Y3WSJEGQ3">How do I exclude a single customer or end user from email Advanced AI agents? How do I stop advanced chatbots from answering an individual requester?</h2>
<ol>
<li>Open the specific user profile of the customer.</li>
<li>Add the tag <strong>escalated_by_ultimate</strong> directly to the user's profile.</li>
</ol>
<p>Every ticket from this user includes this tag, which the advanced AI agents use to skip the ticket.</p>

<h2 id="h_01KXKHAJ5KB0JX1K94CQEHX1HD">How do I define what customers interact with email Essentials AI agents? How do I bypass the auto-reply or notification rule for specific requesters?</h2>
<ol>
<li>Locate the trigger named <strong>Generative reply for &lt;AI Agent's name&gt;</strong> that Zendesk creates when you connect the Essentials AI agent with your email channel.</li>
<li>Add a condition to this trigger that excludes tickets with a unique tag, such as <strong>no_ai_reply</strong>.</li>
</ol>
<p>This configuration ensures that tickets matching the exclusion tag bypass the generative replies automated action.</p>

<h2 id="h_01KXKHAJ5KFS2DA4MD37Z8GE39">How do I exclude an entire organization from email Essentials AI agents? How do I stop the Essentials chatbot from auto-replying to a company account?</h2>
<ol>
<li>Go to the default <strong>organization</strong> profile for the company.</li>
<li>Add the organization tag <strong>no_ai_reply</strong> to the profile.</li>
</ol>
<p>New tickets from all users in this organization receive the tag, which the Essentials AI agents use to identify which tickets to skip.</p>

<h2 id="h_01KXKHAJ5K2C94KBDXHPH8Q59F">How do I exclude a single customer from email Essentials AI agents? How do I block the Essentials answer bot from responding to an individual end user?</h2>
<ol>
<li>Open the user profile of the individual customer.</li>
<li>Add the tag <strong>no_ai_reply</strong> to the profile of the user.</li>
</ol>
<p>Every ticket from this user automatically carries this tag, which the essential AI agents use to identify and skip these tickets.</p>

<h2 id="h_01KXKHAJ5KSN7XHDTJ6E6QB7G6">What features do I get if I am part of the Custom Agents EAP? Can I create custom action flows for user or organization tags in the EAP?</h2>
<p>If you participate in the Custom Agents EAP, you can create and designate a custom agent to take action on only customers in your account based on action flows that you define around user or organization tags present in the ticket.</p>
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