Plans and permissions:
- Add-on: AI agents or Copilot, billed separately
- Change a role’s AI permissions: Admin role, or a custom role with Roles and permissions set to Can manage roles and permissions on the Configure tab
Use AI permissions to decide who can set up and change your AI agents and Copilot, who reviews their quality, and who sees AI reports. Each setting has its own permission, so you can create focused roles, such as a voice agent manager or a QA reviewer, without giving anyone access to every AI page.
AI permissions are part of each role, in Manage team > Roles and permissions. For how roles work in general, see Roles and permissions.
Change a role’s AI permissions
- Go to Manage team > Roles and permissions and open the role, or create a custom role.
- Find the permission on its tab:
- AI support for AI agent, workflow, Copilot, and quality review settings.
- Configure, in the AI agent configuration section, for knowledge, smart fields, classification, and other setup pages.
- Report for AI reports.
- Choose the option you want.
- Select Save changes.
To give someone the role, go to Manage team > People management, select the person’s name to open Edit person, and choose the role in Role.
AI permissions and their defaults
Each table lists the permissions in the order they appear on the tab, their options from most to least access, and what each default role has. Your company may have changed the default roles.
AI support tab
| Permission | Options | Default roles |
|---|---|---|
| Workflows | Can create, edit, and delete workflows, Can test and view workflows, Can view workflows, or No access to workflows | Admin, Manager, and Team Lead can create, edit, and delete. Standard and Basic have no access. |
| Email agent | Can edit email agent settings, Can view email agent settings, or No access to email agent settings | Admin can edit. Other roles have no access. |
| Chat agent settings | Can edit chat agent settings, Can view chat agent settings, or No access to chat agent settings | Admin, Manager, and Team Lead can edit. Standard and Basic have no access. |
| Copilot access | Can access Copilot or No access to Copilot. Shown if your company uses Copilot in Zendesk. Controls whether people with the role can use Copilot on tickets. | Admin |
| Copilot settings | Can edit Copilot settings, Can view Copilot settings, or No access to Copilot settings | Admin, Manager, and Team Lead can edit. Standard and Basic have no access. |
| Voice agent settings | Can edit voice agent settings, Can view voice agent settings, or No access to voice agent settings | Admin can edit. Manager and Team Lead can view. Standard and Basic have no access. |
| Quality review | Review quality for all agents, Review quality for certain agents, or No access to quality review | Admin, Manager, and Team Lead can review all agents. Standard and Basic have no access. |
With Review quality for certain agents, choose which agents the role can review: Email agent, Chat agent, Voice agent, or Copilot. For example, a “Chat QA reviewer” role could review only the chat agent.
Configure tab: AI agent configuration
| Permission | What it covers | Options | Default roles |
|---|---|---|---|
| General settings | Configure > General settings | Can edit general settings, Can view general settings, or No access to general settings | Admin can edit. Other roles have no access. |
| Knowledge management settings | Configure > Knowledge, where you add and manage knowledge sources | Can edit knowledge management settings, Can view knowledge management settings, or No access to knowledge management settings | Admin can edit. Manager and Team Lead can view. Standard and Basic have no access. |
| Smart fields | Configure > Smart fields | Can edit smart fields settings, Can view smart fields settings, or No access to smart fields settings | Admin can edit. Other roles have no access. |
| QA scoring settings | The criteria used to score AI agent quality | Can edit QA scoring settings, Can view QA scoring settings, or No access to QA scoring settings | Admin, Manager, and Team Lead can edit. Standard and Basic have no access. |
| Case classification settings | Configure > Classification | Can edit case classification settings, Can view case classification settings, or No access to case classification settings | Admin can edit. Other roles have no access. |
| Tools and connectors | Configure > Tools and connectors | Can edit tools and connectors settings, Can view tools and connectors settings, or No access to tools and connectors settings | Admin can edit. Other roles have no access. |
| Handoff settings | Configure > Handoff | Can edit handoff settings, Can view handoff settings, or No access to handoff settings | Admin can edit. Other roles have no access. |
| Chat translation overrides | Configure > Chat translations, if your company uses chat translations | Can edit chat translation overrides or No access to chat translation overrides | Admin |
For example, a “Content manager” role could have Can edit knowledge management settings and view-only access to the other AI settings.
Report tab
Each AI report has one permission, set to Can view or No access.
| Report | Default roles that can view it |
|---|---|
| Support volume case handling | Admin, Manager, Team Lead, and Standard |
| Copilot impact | Admin and Manager |
| AI agent performance | Admin, Manager, and Team Lead |
| Case automation analysis | Admin, Manager, and Team Lead |
| AI agent QA scorecard | Admin, Manager, and Team Lead |
Note: A report appears on the Report tab only if your company uses the product it reports on.