Turning off intent, sentiment, language, or entity detection

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<p id="docs-ai-summary-content">Learn how to turn off AI features like intent, sentiment, language, and entity detection in Admin Center. These settings are on by default, but you can manage them to suit your needs. Adjusting these features helps you control how AI analyzes support tickets, ensuring it aligns with your team's workflow and preferences.</p>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> uses artificial
intelligence (AI) to automatically analyze new support tickets by predicting customer
intent, sentiment, and language, and enriches tickets with actionable details, such as
product names.</p>
<p class="p" dir="ltr">By default, intelligent triage intent, sentiment, and language detection
settings are turned on. This article describes how admins can turn off these settings in
Admin Center. If you've configured entity detection, you can turn off or delete an
entity so that it's no longer detected in tickets.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic_azh_xng_htb__ul_oc5_v4g_htb">
<li class="li" dir="ltr"><a class="xref" href="#topic_fh4_brd_hgc">Turning off intent detection</a></li>
<li class="li"><a class="xref" href="#topic_fcq_wr2_hgc">Turning off sentiment prediction</a></li>
<li class="li"><a class="xref" href="#topic_a3r_4h2_hgc">Turning off language detection</a></li>
<li class="li"><a class="xref" href="#topic_p4h_1lt_zbc">Turning off or deleting an entity</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_azh_xng_htb__ul_mq2_yfj_fzb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically detecting customer intent,
sentiment, and language</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Detecting unique information in tickets with
entities</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fh4_brd_hgc">
<h2 class="title topictitle2" id="ariaid-title2">Turning off intent detection</h2>
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<p class="p">Intents are predictions about what each ticket is about. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_fh4_brd_hgc" target="_blank">configure intent settings</a> in Admin
Center.</p>
<p class="p">By default, intent detection is turned on. </p>
<p class="p" dir="ltr"><strong class="ph b">To turn off intent detection</strong></p>
<ol class="ol" id="topic_fh4_brd_hgc__ol_gh4_brd_hgc">
<li class="li" dir="ltr"><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_fh4_brd_hgc__d8e1363" 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">Intelligent triage &gt; Intent</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage Settings</strong>.</li>
<li class="li">Deselect <strong class="ph b">Detect intent</strong>.<p class="p"><img class="image img-screenshot" id="topic_fh4_brd_hgc__image_n25_jtw_ngc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_intent_turn_off_setting.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fcq_wr2_hgc">
<h2 class="title topictitle2" id="ariaid-title3">Turning off sentiment prediction</h2>
<div class="body">
<p class="p">Sentiments are predictions about how the user feels about their request. You can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_fcq_wr2_hgc" target="_blank">configure sentiment settings</a> in Admin
Center.</p>
<p class="p">By default, sentiment detection is turned on. </p>
<p class="p" dir="ltr"><strong class="ph b">To turn off sentiment prediction</strong></p>
<ol class="ol" id="topic_fcq_wr2_hgc__ol_gcq_wr2_hgc">
<li class="li" dir="ltr"><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_fcq_wr2_hgc__d8e1394" 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">Intelligent triage &gt; Sentiment</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage Settings</strong>.</li>
<li class="li">Deselect <strong class="ph b">Detect sentiment</strong>.<p class="p"><img class="image img-screenshot" id="topic_fcq_wr2_hgc__image_z1g_xtw_ngc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_sentiment_turn_off_setting.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_a3r_4h2_hgc">
<h2 class="title topictitle2" id="ariaid-title4">Turning off language detection</h2>
<div class="body">
<p class="p">Language is a prediction of what language the ticket is written in. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_a3r_4h2_hgc" target="_blank">configure language detection</a> settings in
Admin Center.</p>
<p class="p">By default, language detection is turned on. </p>
<p class="p" dir="ltr"><strong class="ph b">To turn off language detection</strong></p>
<ol class="ol" id="topic_a3r_4h2_hgc__ol_b3r_4h2_hgc">
<li class="li" dir="ltr"><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_a3r_4h2_hgc__d8e1409" 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">Intelligent triage &gt; Language</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage Settings</strong>.</li>
<li class="li">Deselect <strong class="ph b">Detect language</strong>.<p class="p"><img class="image img-screenshot" id="topic_a3r_4h2_hgc__image_jkd_f5w_ngc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_language_turn_off_setting.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_p4h_1lt_zbc">
<h2 class="title topictitle2" id="ariaid-title5">Turning off or deleting an entity</h2>
<div class="body">
<p class="p">If you no longer want an entity to be detected in tickets, you can delete the custom
field associated with the entity. When you do this, entity-related highlighting is
removed from all tickets, even tickets that were created while the entity was
active. </p>
<p class="p">You can also turn off entity detection for a custom field instead of deleting the
field associated with the entity. When you do this, all entity-related highlighting
is removed from all tickets, just like when you delete a custom field.</p>
<p class="p"><strong class="ph b">To turn off entity detection for a custom field</strong></p>
<div class="p">
<ol class="ol" id="topic_p4h_1lt_zbc__ol_dlc_tst_zbc">
<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_p4h_1lt_zbc__d8e1378" 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">Intelligent triage &gt; Entity</strong>.</span></li>
<li class="li">Click the entity you want to turn off. </li>
<li class="li">Under <strong class="ph b">Update ticket fields with detected values</strong> select <strong class="ph b">Don't
update ticket fields</strong>.</li>
<li class="li">Deselect <strong class="ph b">Highlight entity values in all messages</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
<p class="p"><strong class="ph b">To delete a custom field associated with an entity </strong></p>
<div class="p">
<ol class="ol" id="topic_p4h_1lt_zbc__ol_dmy_sst_zbc">
<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_p4h_1lt_zbc__d8e1378" 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">Intelligent triage &gt; Entity</strong>.</span></li>
<li class="li">Click the options menu (<img class="image" id="topic_p4h_1lt_zbc__image_xhk_m44_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) for the custom field associated with the entity you want
to delete.</li>
<li class="li">Click <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete</strong> in the confirmation message.</li>
</ol>
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