Announcing Answer Bot for the Web Widget EAP

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13 Comments

  • Richard Moyles

    Hi Mike, 

    I noticed a small bug whilst using AnswerBot for the Web Widget & Zendesk Chat on the Web Widget when Triggers pop to encourage customer engagement.

    For example, if we have a trigger set up to offer help to a customer lingering on a checkout page this trigger will fire, however, if the customer is using a mobile when they click on the web widget the AnswerBot will appear instead of the triggered message.

    This has caused us to disable the functionality for the time being.

    Any Idea on a workaround/fix? 

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  • Mike Mortimer

    Hi Richard, sorry for the delay getting back to you on this one - an initial fix for this has gone out today. It will now open Chat when there's a chat notification, but there's still a gap where if Answer Bot is active and a chat trigger/notification happens, there won't be any notifications at all. Thanks for raising this.

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  • Richard Moyles

    Thanks Mike! 

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  • Thomas Verschoren

    Is there a way to use the same suppress:true JavaScript as there is for hiding talk/chat/guide on specific pages where the widget is loaded? We don’t want/need the bot on every page.

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  • Mike Mortimer

    Hi Thomas, at the moment there is no option to suppress it.

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  • Ian Maison

    Good to see Answer Bot steer towards Chat given that accounts for 85% of our tickets and where the most resource saving can be done. Having seen this on Zendesk's own site already, will there be a way of 'asking the bot' and then if they can't help you can select to 'Live Chat' or are they two separate tools at this stage?

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  • Mike Mortimer

    Hi Ian, that's pretty much how it works today. You ask a question, ideally Answer Bot finds a relevant article that solves your issue, but if not you are presented with channel choice options (based on the channels you've enabled and if there are chat agents online, etc) and you are then connected to live agent.

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  • Allison S

    Hey Mike, 

    Can we set up AB web widget for multiple help centers/brands? We have it enabled for one already, but we don't see a toggle option for the second brand. 

    Thanks!

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  • Mike Mortimer

    Hi Allison, it works on all brands on the account but you'll need to activate the help center for the other brands before the option becomes available. Let me know if there are any concerns or issues you're seeing if you have activated it already and still not seeing it.

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  • Allison S

    Thanks, Mike! Got it working!

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  • Greg Bartek

    I did not understand the restricted content was not available in this EAP.  For continued use of the tool, it is imperative that this become an available feature of AB for Web Widget. 

    Thank you.

     

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  • Peggy Tsai

    Hi,

    Could we ask for the answer bot supprot for Traditional, Simple Chinese and Japanese as well, please?

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