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: the autosend user and the bot allowlist. These settings ensure that replies are sent under the correct user identity and that automated or bot-generated notes don’t block Assist from continuing its work.

Accessing the Settings

To adjust these settings:

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

Refer to the screenshot below for visual guidance.

Configure the Zendesk Autosend User

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

Why it matters:

• Provides a consistent sender identity for automated replies.
• 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 autosending async replies (e.g., "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. Click Submit to save your changes.

Best practices:

• Use a clearly named account (e.g., "Assist AI agent") to avoid end-user confusion.
• Ensure the user has the correct permissions to post public replies.

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 Assist AI 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:

• Prevents automated or bot-generated internal notes from or blocking the Assist workflow.
• Ensures Assist only pauses for meaningful human interactions or updates.

How to configure:

1. In the Zendesk bot allowlist field, add the Zendesk users (such as bots or automation accounts) you want to include (e.g., Jane S, Omar Hernández).
   1. Note: Only Zendesk users with an agent or staff role (not end-user) will appear in the dropdown.
2. Click Submit to save your changes.

Best practices:

• Regularly review the allowlist to ensure it reflects any new automation tools or bots you add.

Setting up the autosend user and bot allowlist ensures your workflows operate smoothly, delivering replies with the correct sender identity and ignoring automated notes that shouldn’t block further actions. Regularly updating these settings helps maintain reliable and consistent automated support.