Managing third-party bots in Admin Center

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<p id="docs-hc-snippet" style="display: none;">You can view and manage your third-party bots, such as those installed through the Zendesk Marketplace or an external site, in the Admin Center.</p>
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<p class="p" id="bots_in_admin_center__note_owy_qnb_hbc">You can view and manage your third-party bots, such as those installed
through the Zendesk Marketplace or an external site, in the Admin Center.</p>
<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="bots_in_admin_center__ul_d22_xzb_xvb">
<li class="li"><a class="xref" href="#topic_xx4_x4w_5vb">Requirements</a></li>
<li class="li"><a class="xref" href="#topic_qbc_143_cxb">Selecting and installing a third-party bot</a></li>
<li class="li"><a class="xref" href="#topic_jw5_kty_z2c">Assigning the default responder role to a third-party bot</a></li>
<li class="li"><a class="xref" href="#topic_ml4_kty_z2c">Assigning third-party bots to specific channels</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xx4_x4w_5vb">
<h2 class="title topictitle2" id="ariaid-title2">Requirements</h2>
<div class="body">
<p class="p">Management of third-party bots in Admin Center is available on accounts that:</p>
<div class="p">
<ul class="ul" id="topic_xx4_x4w_5vb__ul_ul3_bq1_xvb">
<li class="li">Currently have, or are eligible for, a Sunshine Conversations license.
Sunshine Conversations licenses are included in Zendesk Suite Professional,
Enterprise, and Enterprise+ plans.</li>
<li class="li">Have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827701530" target="_blank">messaging
activated</a>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qbc_143_cxb">
<h2 class="title topictitle2" id="ariaid-title3">Selecting and installing a third-party bot</h2>
<div class="body">
<div class="p"><div class="div">
<p class="p">You must select and install a third-party bot before you can
connect it to your Zendesk instance.</p>
<p class="p"><strong class="ph b">To select and install
a third-party bot</strong></p>
<ol class="ol" id="topic_qbc_143_cxb__ol_jfw_c43_cxb">
<li class="li">Find the bot you want to use. There are two ways you can do this: <ul class="ul" id="topic_qbc_143_cxb__ul_kfw_c43_cxb">
<li class="li">Locate a third-party bot in the <a class="xref" href="http://zendesk.com/apps." target="_blank">Zendesk Marketplace</a> and
follow the installation instructions to the bot's
webpage. The bot will include steps to connect to
your Zendesk account.</li>
<li class="li">Locate and configure the third-party bot from an
external source, such as the bot’s webpage. The
source will include steps to connect to your
Zendesk account.</li>
</ul>
</li>
<li class="li">When you've successfully completed the installation, the
third-party bot appears on the AI agents page in Admin
Center, in the <strong class="ph b">Marketplace bots</strong> section. You can
now assign the bot to specific channels, or make it the
default responder to customer comments in conversations. </li>
</ol>
</div></div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jw5_kty_z2c">
<h2 class="title topictitle2" id="ariaid-title4">Assigning the default responder role to a third-party bot</h2>
<div class="body">
<p class="p">After you've added a third-party bot to your Zendesk account, you can adjust
how it is applied to existing channels, and to new channels moving forward. </p>
<p class="p">When you assign the default responder role to a third-party bot, it becomes the
first responder in a customer conversation. This means when a customer
contacts support through one of your messaging channels, the third-party bot
manages the interaction. It replaces any previously connected <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">AI agent</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">default response configuration</a>, which is
reverted to Draft mode.</p>
<p class="p">Any time a new channel is added to your instance, the bot with the default
label is automatically assigned as the default responder for that channel.
If you assign the default label to another bot, that bot becomes the
responder for any channels using the default responder.</p>
<p class="p">When using a third-party bot as a default responder in conversations, consider
the following:</p>
<div class="p">
<ul class="ul" id="topic_jw5_kty_z2c__ul_slt_jvy_z2c">
<li class="li">Only one bot can be assigned the default responder role in each
instance.</li>
<li class="li">The bot with the default responder label can't be deleted or
uninstalled until the label is assigned to another
responder.</li>
<li class="li">If you do not want to use a third-party bot as the default
responder, you can assign the default responder label to an AI
agent.</li>
<li class="li">If you do not have any third-party bots connected to your
instance, an essential AI agent is the default responder.</li>
</ul>
</div>
<p class="p"><strong class="ph b">To assign the default responder role to a third-party bot</strong></p>
<div class="p">
<ol class="ol" id="topic_jw5_kty_z2c__ol_ahp_mwy_z2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_jw5_kty_z2c__d8e1314" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">Marketplace bots</strong>
</li>
<li class="li">Locate the third-party bot you want to use as the default
responder.</li>
<li class="li">Click the bot's <strong class="ph b">Options menu </strong>( <img class="image" id="topic_jw5_kty_z2c__image_rhb_ywy_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_options_icon.png">) and select <strong class="ph b">Assign
default</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To reassign the default responder role to an essential AI agent</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_jw5_kty_z2c__d8e1314" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">Marketplace bots</strong>
</li>
<li class="li">Locate the third-party bot currently assigned the default
responder role.</li>
<li class="li">Click the bot's <strong class="ph b">Options menu </strong>( <img class="image" id="topic_jw5_kty_z2c__image_pmg_2xy_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_options_icon.png">) and select <strong class="ph b">Assign default to
Zendesk AI agents</strong>.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To reassign the default responder role to an advanced AI agent</strong></p>
<ul class="ul" id="topic_jw5_kty_z2c__ul_avr_ln4_s3c">
<li class="li">Follow the steps in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834#topic_rl3_pns_rgc" target="_blank">Setting an advanced AI agent as
the default responder for individual channels</a>.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ml4_kty_z2c">
<h2 class="title topictitle2" id="ariaid-title5">Assigning third-party bots to specific channels</h2>
<div class="body">
<p class="p">You can select which third-party bot you want to use as the responder for each
of your messaging channels. </p>
<div class="p">
<div class="note" id="topic_ml4_kty_z2c__note_ov4_rwz_khc">
<span class="notetitle">Note:</span> The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5514406080538#topic_fwd_ylm_y1c" target="_blank">Conversation control
setting</a> must be set to <strong class="ph b">Release control</strong> for
per-channel responders to work.</div>
</div>
<p class="p"><strong class="ph b">To assign a third-party bot to a messaging channel</strong></p>
<div class="p">
<ol class="ol" id="topic_ml4_kty_z2c__ol_mrv_g1z_z2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ml4_kty_z2c__d8e1314" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">Marketplace bots</strong>.</li>
<li class="li">Click the name of the third-party bot you want to assign to a
messaging channel.</li>
<li class="li">Expand the <strong class="ph b">Basics</strong> section. Under <strong class="ph b">Channels</strong>, use the
checkboxes to select the channels you want to assign this
third-party bot to. If you have a large number of channels, you
can filter the list by keyword or channel type.<div class="note">
<span class="notetitle">Note:</span> Deselecting
channels from this list removes the third-party bot as the
default responder from those channels, and assigns the
default responder role to an AI agent.</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong> to apply your changes.</li>
</ol>
</div>
</div>
</div>
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