Module and Bot Access

In an MSP tenant, bot flow access is controlled at the module level per Customer. For a Customer's users to access bot flows or related modules, those modules must be explicitly enabled for that Customer.

The Bot User role is a general-purpose role (not tied to a specific Customer) used for automated or bot accounts that submit tickets on a user's behalf — for example, via chat or collaboration channels such as Microsoft Teams or Slack. Users automatically created through these channels are granted the Bot User role alongside the Ticket User and Customer User roles.

For steps on enabling modules per Customer, see Organizations.