Managing user access to AI agents - Advanced

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AI agents - Advanced

This article applies only to customers who purchased AI agents - Advanced (formerly known as Ultimate) prior to October 7, 2024. Customers who purchased AI agents - Advanced after that date do not have access to User Management as described in this article. For those customers, any user with admin access in Zendesk has client admin access in AI agents - Advanced.

The AI agents - Advanced add-on uses role-based access to control what a user can see or do.

This article contains the following topics:

• Creating new users
• Editing existing users
• Removing existing users
• Accessing the list of users in your organization

Related articles:

• Understanding user roles in AI agents - Advanced
• Accessing the AI agents - Advanced add-on

Creating new users

Users with the client admin permission can create new users with access to AI agents - Advanced.

To create a new user in AI agents - Advanced

1. In the AI agents - Advanced add-on, in the main menu on the left, click User management.
2. Click Create user.
3. Fill in the following mandatory fields:
   • First name: Enter the user’s first name.
   • Last name: Enter the user’s last name.
   • Email: Enter the user’s email address. This is where they will receive their account creation email, which they’ll need to create their password.
   • Role: Select which role the user should have. For information on what level of access each role has, see Understanding user roles in AI agents - Advanced.
   • Organizations: Select the organization the user should be associated with. You can select only one organization.
   • Bots: (Applies only if you selected the Client user role above.) Select which AI agents the Client user should have access to. You can select as many AI agents as needed. Client editors and client admins have access to all AI agents.
4. Click Create.

   

The new user receives an email titled “Get started with AI agents (Ultimate)” informing them that an account has been created for them. They can click Get started in the email to set their password and log in to the AI agents - Advanced add-on.

Editing existing users

After a user is created, client admins can edit their user information, such as their role or AI agent access.

To edit an existing user

1. In the main menu on the left, click User management.
2. Click the email address of the user you want to edit.
3. In the Edit user panel, update their information as needed.

   For help, see Creating new users.

Removing existing users

If a user should no longer have access to the AI agents - Advanced add-on, client admins can remove the user’s access.

After you remove a user, any actions they completed will be attributed to "Unknown User" in the change logs. For example, instead of "Max Mustermann edited the dialogue reply of this intent," it will say "Unknown User edited the dialogue reply of this intent."

To remove an existing user

1. In the main menu on the left, click User management.
2. Hover your mouse over the user you want to remove and click the trash can () icon.

   

3. In the confirmation dialog that appears, click Confirm.

Accessing the list of users in your organization

Client admins have access to a list of all users in your organization, which includes each user’s role and AI agent access.

To access the list of users in your organization

1. In the main menu on the left, click User management.

   All users in your organization are listed, along with their role and the AI agents they have access to.

   

2. To find a specific user, enter their email in the search bar in the top-right.