Zendesk is a chat tool that gets embedded on websites. This page describes how Zendesk can be detected technically, what obligation follows from Article 50 of the EU AI Act if you use Zendesk, and how to check this yourself.
How Zendesk is embedded technically
Zendesk loads its widget from the following address(es): static.zdassets.com, widget.zendesk.com. You can verify this in your browser's developer tools, under the "Network" tab, on any page you check.
Zendesk also sets the JavaScript variable window.zE on the page.
What this means for you
Zendesk is a live-chat platform that can be run either by humans or with an AI bot. From the outside, it isn't possible to tell which one a given website is running. The disclosure duty under Article 50(1) of the EU AI Act only applies if the AI bot in Zendesk is active for you — that is something you know from your own configuration, not something visible from outside.
How to check this on your own site
Open your browser's developer console on your own site (usually F12) and type window.zE. If that returns an object instead of "undefined", Zendesk is embedded on the page.
What to do
First check whether the AI bot in Zendesk is actually active for you, or only the human live chat. Only in AI operation does the first message need to make clear that an AI is responding.
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