Who can use AI Agent Preview

Anyone who can open an AI agent in the AI agents dashboard can preview and test it with the extension. The Admin role for Support adds your widget design.

Anyone who can open an AI agent in the AI agents dashboard can preview and test it with the extension. The Admin role for Support adds your widget design.

The AI agents roles

Access to AI agents is managed in Admin Center. An admin creates the person's account and gives them one of three AI agents roles:

• Client admin: can open all AI agents and can change the AI agents role of other users. By default, every user with the Admin role for Support is a client admin.
• Client editor: can open all AI agents.
• Client user: sees only the AI agents a client admin selected for them, under Organization management > User access in AI agents.

The extension adds no accounts or permissions of its own; you only activate it once in Chrome, as described in Getting started with AI Agent Preview. Whoever can open an AI agent and start a test can use the preview for that AI agent, and only for that one. How you give a colleague access is described in Managing access to AI agents.

Conversation logs

The Log tab of the inspector reads the conversation logs of the test with your own access. All three AI agents roles can open the conversation logs. If the log cannot be loaded for your account, the tab says so, and Open in conversation logs shows what the dashboard itself returns. See Reading the conversation log. The same access applies to Show in preview in the conversation logs; see Viewing a logged conversation in the preview. To open the Zendesk ticket of a conversation from there, you also need to be an agent or admin in that Zendesk account.

What the Admin role for Support adds

The extension reads a few things through Admin Center. That works with the Admin role for Support:

The preview, the test tools and the inspector work the same in both cases. One difference is outside the preview: after activation the extension sends pluscloud information about your Zendesk account, and part of it, such as the subscription, is only readable for admins. For other users it is left out. See What pluscloud receives from AI Agent Preview.

Users who came from Ultimate

When Zendesk moved user management of AI agents from the former Ultimate setup into Admin Center, users who did not yet have a Zendesk account got one with the Contributor role for Support, which uses no agent seat, plus the AI agents role they already had. Those users can test with the extension. Because they do not have the Admin role for Support, their preview uses the public configuration of the Web Widget.

Plans and addresses

Zendesk includes the advanced AI agent features in every Suite and Support plan; the rollout ran from 11 May to 12 June 2026. The AI agents dashboard opens from the product tray of your Zendesk account. Accounts that still work on dashboard.ultimate.ai move to the dashboard in Zendesk in October 2026.

The extension works on both addresses. On dashboard.ultimate.ai it takes the Zendesk subdomain from the AI agent's platform settings. If you are signed in to that Zendesk account in the same browser, it reads the account as it does on the Zendesk address: the brands, the brand's Web Widget settings from Admin Center, and the support addresses for email previews. Not signed in there, or not an admin, and it uses the public configuration of that account's Web Widget. To see the widget of another brand, enter its Web Widget key on the options page. See The preview does not look like your Web Widget.

See also

• Getting started with AI Agent Preview
• What the extension can access and store
• The preview does not look like your Web Widget
• Managing access to AI agents