AI ACT GUIDE
Updated 27 August 2026 · 6 min read
Zendesk AI and Article 50: what the site must display
Answer Bot and Zendesk AI agents do not exempt the site from informing visitors. Notice at the first exchange.
Zendesk ships automated replies (Answer Bot, AI agents). To a visitor, the Web Widget often looks like an agent. Article 50(1) then requires clear information, not only a technical label in the Zendesk admin.
On a brochure site or a shop, the notice must arrive with the widget, in the page language, before the user has “tested” three messages. Footer terms do not count as the first interaction.
Zendesk contracts and vendor “AI features” pages are not your proof file. Record Zendesk in the register, and keep a display log of the notice on your domain.
Clairia spots zdassets / embeddable scripts on the homepage and looks for a visible notice. Help with compliance, not a Zendesk certification.
The path, in order
- 1
Scan the homepage
Paste the URL. In under a minute you see whether a known chatbot is present, and whether a notice is visible. With no chatbot there is no /100 score.
- 2
Show the notice next to the chat
One script line (w.js) sits on Crisp, Intercom, Tidio and known widgets. On Crisp, the sentence is also shown once in the conversation.
- 3
Re-scan the homepage
Clairia should appear in the findings. This is not a certification: it confirms the script is on the page.
- 4
Let the log run
Each page load with the script is dated. It is not proof that the chat was opened.
Frequent questions
- Who must show the notice: the site or the chat vendor?
- The visitor is talking to your site. The vendor (Crisp, Intercom, Tidio…) provides the tool. The site must inform, at the first interaction.
- Is a notice in the terms or legal notice enough?
- No. Too late and too easy to miss during the chat. Article 50 requires clear information at the latest at the first interaction.
- How do you prove the notice was shown?
- A useful file: a register (tool, vendor, use), a dated log of script loads, homepage scans. A /100 score is not proof.
General information, not legal advice.
Official reference: European Commission Article 50 guidelines ↗