Manually identifying AI agents in Zendesk QA

Manually identify AI agents to ensure they are reviewed with the right resources. Add third-party bots as users, ensuring each has a unique email. Mark users as bots, but note that only certain roles can be marked. If needed, revert a bot to a user without data loss. Exclude bots from reviews if context is lacking, using the reviewable option.


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.
Admins and account 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 which cannot 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.

You can exclude bots from reviews by selecting Yes or No using the checkbox 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.