Manually identifying AI agents in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Zendesk QA automatically detectsZendesk AI agentson messaging channels.</p>
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<strong>Add-on</strong>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can manually mark Marketplace-installed bots and third-party bots as AI agents for QA review, so they’re evaluated with the right resources. Admins and workspace managers can add or change bot status, and you can switch a bot back to a user without losing data. Bots need unique email addresses, and you can exclude them from reviews when needed.</p>
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<p class="p" dir="ltr">Zendesk QA automatically detects <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">Zendesk AI agents</a> on messaging channels.</p>
<p class="p" dir="ltr">Besides <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7418648293018" target="_blank">Zendesk QA’s automatically detected AI agents</a>, you can
manually mark other users as AI agents, so they can be reviewed using the correct
resources.</p>
<div class="note attention">
<span class="attentiontitle"></span> Zendesk QA supports only Marketplace-installed bots. It does not support
custom or third-party bots from external sites or sources.</div>
<p class="p" dir="ltr">Admins and workspace managers can mark users as bots. Users with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">admin roles</a> cannot be marked as bots. </p>
<p class="p" dir="ltr">Before third-party bots can be marked as bots in Zendesk QA, they must first be
added as users. You can add third-party bots via Zendesk Admin Center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064149334426" target="_blank">Managing third-party bots in Admin Center.</a></p>
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<div class="note important">
<span class="importanttitle">Important:</span> Each bot must use a unique email address. Additionally, the email
address can't be used in more than one Zendesk account, such as a production and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824434586" target="_blank">sandbox account</a>. For example, FIN typically has a unique
identifier in the format: <em class="ph i">operator+{FIN-ID}@intercom.io</em>.</div>
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<p class="p" dir="ltr"><strong class="ph b">Marking users as bots</strong></p>
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<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner, then select <strong class="ph b">Users, bots, and workspaces</strong>.</span></li>
<li class="li" dir="ltr">Select <strong class="ph b">Users</strong>. <p class="p">Your list of users is displayed.</p>
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<li class="li" dir="ltr">Click the options menu icon (<img class="image" height="16" id="topic-1__image_mzl_pvd_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) next to the user.<p class="p"><img class="image" id="topic-1__image_hqc_qqg_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_mark_as_bot.png" width="600"></p>
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<li class="li" dir="ltr">Select <strong class="ph b">Mark as bot</strong>. </li>
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<p class="p" dir="ltr">Your marked user-bot is now listed in the Bots section. </p>
<p class="p">If you accidentally set a real user as a bot, they won’t be able to log in anymore. However,
you can revert this action by selecting <strong class="ph b">Mark as user</strong>. No data will be lost. </p>
<p class="p" dir="ltr"><img class="image" height="370" id="topic-1__image_ozl_pvd_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ZendesQA_mark_as_user.png" width="558"></p>
<div class="note tip">
<span class="tiptitle">Tip:</span> You can exclude bots from reviews by selecting Yes or No in the Reviewable
column. This can be useful when you don’t have enough context to review a bot. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7418648293018#topic_wrh_gzs_rdc" target="_blank">Configuring which AI agents are evaluated</a>.</div>
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