How to configure autosend user and bot allowlist settings for workflow replies

This article explains how to configure the two key settings that control how your workflows handle replies. These settings ensure that replies are sent under the correct user identity and that automated or bot-generated notes don’t block Assembled AI from continuing its work.

In this article:

• How do I change these settings?
• How do I configure the Zendesk autosend user?
• How do I configure the Zendesk bot allowlist?

How do I change these settings?

To adjust these settings:

1. Navigate to AI support > Workflows in Assembled.
2. Select Global workflow settings in the top right corner.
3. In the pop-up window, you'll find dropdown menus for the Zendesk autosend user and Zendesk bot allowlist fields.

How do I configure the Zendesk autosend user?

The Zendesk autosend user setting defines which Zendesk user account will be used to automatically send asynchronous replies. This is the user that your customers will see as the author of the message.

Why it matters

• This provides a consistent sender identity for automated replies.
• It helps end users recognize automated responses as coming from a trusted source.

How to configure

1. In the Zendesk autosend user dropdown, select the Zendesk user account you want to use for automatically sending asynchronous replies (for example, "Assembled Team"). Only existing agent accounts will appear in this list. If you want to use a unique sender (such as “Assembled Team” or “Company AI Agent”), you’ll first need to create a new agent account in Zendesk.
2. Select Submit to save your changes.

Best practices

• Use a clearly named account (for example, "Assembled AI agent") to avoid confusion for your end users.
• Check that the Zendesk user you choose has the correct permissions to post public replies.

How do I configure the Zendesk bot allowlist?

The Zendesk bot allowlist defines which Zendesk user accounts are considered bots or automations. Any internal notes posted by these users will not block the Assembled AI's agent, allowing the system to continue auto-replying on the ticket.

Assembled includes checks to determine if a human agent is already working on a ticket before sending a reply. Normally, the presence of an internal note will prevent an auto-reply from being sent — but the bot allowlist provides a way to bypass this check for designated bot or automation accounts.

Why it matters

• This prevents automated or bot-generated internal notes from interrupting the Assembled AI workflow.
• It ensures Assembled AIonly pauses work for meaningful human interactions or updates.
• It ensures your automated processes operate smoothly and deliver replies with the correct sender identity.

How to configure

1. In the Zendesk bot allowlist menu, select the Zendesk users you want to include (for example, Jane S, Omar Hernández, or Assembled-bot). Note: Only Zendesk users with an agent or staff role (not end users) will appear in the dropdown menu.
2. Select Submit to save your changes.

Best practices

• Regularly review the allowlist to make sure it reflects any new automation tools or bots you add. Updating these settings helps maintain reliable and consistent automated support.