Managing user access to AI agents

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<p id="docs-hc-snippet" style="display: none;">Access to the AI agents workspace is controlled in Admin Center, where an admin must first create an account for a user and assign them an appropriate user role.</p>
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<p class="p">Access to the AI agents workspace is controlled in Admin Center, where an admin must
first create an account for a user and assign them an appropriate user role.</p>
<p class="p">Users with the client admin role can then control which specific AI agents an individual
user can access. How this AI agent access is controlled depends on whether the user is a
client user, client editor, or another client admin. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="user_management__ul_w32_t4d_mgc">
<li class="li"><a class="xref" href="#topic_wn2_gbq_qhc">Managing access to the AI agents workspace</a></li>
<li class="li"><a class="xref" href="#topic_ftl_54d_mgc">Managing AI agent access for client users</a></li>
<li class="li"><a class="xref" href="#topic_fzh_w4d_mgc">Managing AI agent access for client editors and client admins</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="user_management__ul_opw_1pd_mgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">Accessing and navigating the AI agents
workspace</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wn2_gbq_qhc">
<h2 class="title topictitle2" id="ariaid-title2">Managing access to the AI agents workspace</h2>
<div class="body">
<p class="p">Access to the AI agents workspace is controlled in Admin Center. By default, any user
with the Admin role for Support has the Client admin role for AI agents.</p>
<p class="p"><img class="image" id="topic_wn2_gbq_qhc__image_mrf_42q_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_managing_access_account_owner.png" width="600"></p>
<p class="p">Client admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450#topic_ppd_dky_lkb" target="_blank">change the AI agents role</a> for other users
as needed. For more information about permissions for each role, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_thq_lnf_dgc" target="_blank">AI agents roles</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ftl_54d_mgc">
<h2 class="title topictitle2" id="ariaid-title3">Managing AI agent access for client users</h2>
<div class="body">
<p class="p">Client admins can control which AI agents can be accessed by client users. </p>
<p class="p"><strong class="ph b">To manage AI agent access for client users</strong></p>
<div class="p">
<ol class="ol" id="topic_ftl_54d_mgc__ol_b3f_cpd_mgc">
<li class="li">
<span class="ph">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents</a>, click <img class="image" id="topic_ftl_54d_mgc__d9e64" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_organization_management_icon.png">
<strong class="ph b">Organization management</strong> in the sidebar, then select <strong class="ph b">User
access</strong>.</span><p class="p">The Users page appears.</p>
<p class="p"><img class="image" id="topic_ftl_54d_mgc__image_rx3_ytd_mgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_user_access_list.png" width="600"></p>
</li>
<li class="li">Hover over the user you want to manage AI agent access for and click the
Edit icon (<img class="image" id="topic_ftl_54d_mgc__image_c1n_5td_mgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/pencil_icon.png">).<p class="p">The Edit user pane opens. All fields except
AI agents are read-only. </p>
</li>
<li class="li">Click <strong class="ph b">Select AI agents</strong>. </li>
<li class="li">Select the AI agents that the user should be able to access.<p class="p">You can
select more than one. You can also start typing to filter the results of
the drop-down list. </p>
<p class="p">When you select an AI agent, it’s added above
the AI agents field. You can click the X next to an AI agent to remove
the user’s access to it.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fzh_w4d_mgc">
<h2 class="title topictitle2" id="ariaid-title4">Managing AI agent access for client editors and client admins</h2>
<div class="body">
<p class="p">By default, client editors and client admins have access to all AI agents. However, a
client admin can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk customer support</a> to request that Zendesk
restrict the AI agents that another client admin has access to. </p>
<p class="p">When this happens: </p>
<div class="p">
<ul class="ul" id="topic_fzh_w4d_mgc__ul_z3s_b5d_mgc">
<li class="li">Client admins with restricted AI agent access can give other users access
only to the AI agents they themselves have access to. </li>
<li class="li">If a client admin with restricted AI agent access is downgraded to a client
editor or client user, they continue to have the same restricted AI agent
access.</li>
</ul>
<div class="note" id="topic_fzh_w4d_mgc__note_s21_b5d_mgc">
<span class="notetitle">Note:</span> Currently, client editors’ access to AI agents cannot be
restricted.</div>
</div>
</div>
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