Manually identifying AI agents in Zendesk QA

Zendesk QA automatically detectsZendesk AI agentson messaging channels.


What's my plan?







Add-on

Quality Assurance (QA) or Workforce Engagement Management (WEM)







Summary: ◀▼
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.




Zendesk QA automatically detects Zendesk AI agents on messaging channels.
Besides Zendesk QA’s automatically detected AI agents, you can
manually mark other users as AI agents, so they can be reviewed using the correct
resources.

Zendesk QA supports only Marketplace-installed bots. It does not support
custom or third-party bots from external sites or sources.
Admins and workspace managers can mark users as bots. Users with admin roles cannot be marked as bots.
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 Managing third-party bots in Admin Center.


Important: 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 sandbox account. For example, FIN typically has a unique
identifier in the format: operator+{FIN-ID}@intercom.io.

Marking users as bots

In Quality assurance, click your profile icon in the top-right
corner, then select Users, bots, and workspaces.
Select Users. Your list of users is displayed.

Click the options menu icon ( ) next to the user.

Select Mark as bot.

Your marked user-bot is now listed in the Bots section.
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 Mark as user. No data will be lost.


Tip: 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 Configuring which AI agents are evaluated.

{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/8071540887450",
"url": "https://support.zendesk.com/hc/en-us/articles/8071540887450",
"headline": "Manually identifying AI agents in Zendesk QA",
"description": "You learn how to mark supported users or third-party bots as AI agents for QA review, and how to revert the change if a real user was marked by mistake.",
"articleSection": "Using AI in Zendesk QA",
"datePublished": "2024-09-23T09:40:58+00:00",
"dateModified": "2026-07-13T15:06:56.144287+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8071540887450"