Custom Role should be able to create/edit bots

+1 - Administrative access for something like AnswerBot flows is unacceptable. Custom roles should be able to solve for this.

Similarly, we have a dedicated team, separate from our ZD admin team, who historically have owned the bot admin work in our current ZD-compatible solution (Solvvy).  Inability to have that team pick up that same work in ZD is a significant headwind to our adopting the native ZD bot solution and realizing the synergies that solution offers within the platform.

I agree with this, our team leads are the experts on how to respond to end users with the bot flow builder, not the admins in Zendesk. Please add the ability for custom roles to be able to edit and manage the Flow Builder bot.

+1 here. Ideally, delegating access to specific Answer flows would allow the correct level of access to enable team managers & leads. Especially without a built-in backup/rollback solution in place, giving access to all settings of all bots in addition to all Answer flows is very risky. This means additional manual work must be done by far fewer people, which means we're very limited in the quality, scope, & speed of solutions we can deliver.

This doesn't flow with the least permissive access. I should be able to give the ability to people to do the following.

• Set up flow builder and its dependencies
• If the text option isn't there, it should have default
• Add APIs in flow builder
• Edit text in flow builder
• Edit greeting outside for flow builder
• Add articles in flow builder
• Build conditional logic in flow builder
• Assign variables to flows in flow builders
• Allow for the flow to go to an agent. 
• Make new bot

The settings would allow different teams to work on the bot without them all being in admin and able to change anything else, or even answer tickets. 

With the level of permissions that could be required, I could see why they add it to admin, and I could have missed some. A bot admin would be a good start.

Hey all, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. We are going to leave this post open for comment to allow others to provide their feedback, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. Thank you again for your feedback and for being a valuable customer with Zendesk.

This is really strange, this is clearly not an admin (only) function. I understand that overhauling the roles structure/function is not easily done, but for the time being, changing the function Roles>Channels>Manage channels and extensions to also include the bots would be a really helpful improvement and logical (even though more fine-tuning would be desirable)

This should definitely be a function not only confined to Admins. I really agree with the solution Roy gives in his comment for the time being. We just can't give full admin access to our bot-builders…

same here, we need to have this permission for custom role

We need this to be a custom role as well without providing admin access.

Agree with all of the above - We'd like to make bot performance a KPI for our content team, since they manage the info the bot pulls from; but they cannot access the bot to make the appropriate adjustments (ie. business changes that affect intents, etc.). We need to be able to add AI Bots as an option within setting up custom roles.

+1 even with the acquisition from Ultimate it is a must-have!

+1

In my company, multiple teams working on different tasks in Zendesk, and the Answer Bot is handled by a specific team. However, we can’t provide Admin access to all personnel, as that role allows changes beyond just creating or editing the Answer Bot, which involves sensitive access. It would be ideal if there were an option to limit access specifically to certain roles without granting full administrative privileges.

I agree.

Like most companies, the role of building bots should be given to the team leaders of each team. Because they are the ones who know the workflow of each team the best. The team leaders should change the bot's answers frequently according to the business situation that changes at any moment.

As of now, the admin has to change the bot's answers requested by the team leader, which is very inflexible.

Also, the team leaders should be able to see the conversation history. If the team leaders do not see the bot conversation history, they will not know what needs the customer has, which customer problems were solved by the bot, and which were not. Without this feedback, the bot cannot be built properly.

I think the bot builder editing permission should be added as a custom role, and one more permission should be added that allows them to view the bot's conversation history separately from the bot builder permission.

I also have a positive view on AI Add-on - Advanced because the recent changes in bots are amazing. However, since these bot conversations are not directly visible to our team leaders or decision makers, they are not fully informed of how great the bots are. That is why Zendesk bots continue to be undervalued.

I think that if the ability to view bot conversations is made an option for roles, Zendesk customers will be more willing to invest in bots.

I assume Zendesk made this decision as it affects customer replies (different than Views but similar to Macros), but I can assign Trigger permissions to a Role, which IMO is far more dangerous (I don't give out this permission). While I understand the development work, is there some other reason this isn't available for customization, or could it have draft/publish like in Guide for articles?

We are still not on Messaging, and this is one of the limitations.

John