Managing user access to AI agents

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.


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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.
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.
This article contains the following topics:

Managing access to the AI agents workspace
Managing AI agent access for client users
Managing AI agent access for client editors and client admins

Related articles:

Accessing and navigating the AI agents
workspace



Managing access to the AI agents workspace

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.

Client admins can change the AI agents role for other users
as needed. For more information about permissions for each role, see AI agents roles.



Managing AI agent access for client users

Client admins can control which AI agents can be accessed by client users.
To manage AI agent access for client users



In the AI agents, click
Organization management in the sidebar, then select User
access. The Users page appears.


Hover over the user you want to manage AI agent access for and click the
Edit icon ( ). The Edit user pane opens. All fields except
AI agents are read-only.

Click Select AI agents.
Select the AI agents that the user should be able to access. You can
select more than one. You can also start typing to filter the results of
the drop-down list.
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.

Click Save.





Managing AI agent access for client editors and client admins

By default, client editors and client admins have access to all AI agents. However, a
client admin can contact Zendesk customer support to request that Zendesk
restrict the AI agents that another client admin has access to.
When this happens:


Client admins with restricted AI agent access can give other users access
only to the AI agents they themselves have access to.
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.


Note: Currently, client editors’ access to AI agents cannot be
restricted.



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