Enabling and using Answer Bot in the Web Widget (Professional and Enterprise Add-On)

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13 Comments

  • Dawn Anderson
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    Hi

    When clicking on the last hyperlink, I am being taken to the below page:

    https://support.zendesk.com/hc/en-us/community/posts/360001633887

    Can you direct me to the article that shows how to set up the answer bot for within the widget please?

    Thanks

    Dawn

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  • Zac
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    Hi all,

    When the user first types in a question to Answer Bot, it does not appear to actually open a ticket as indicated by this phrase:

    • The end user enters their question in the text box. They can use conversational language, as if they were chatting with a live agent, or use keywords. This action creates a support ticket.

    I can't find tickets that are created using an Answer Bot query in the Web Widget in my Support instance.

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  • Brett - Community Manager
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    Hey Zac,

    I double checked with our Product Managers and they informed me that a ticket will only get created when the conversation has been marked as solved. 

    I'll flag this article to get the above information updated. Thanks for bringing this to our attention!

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  • Zac
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    Hi Brett,

    Thanks a bunch! I also submitted some other feedback about Answer Bot over the Product Feedback section... would be glad to know if someone was able to take a look at it!

    -Z

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  • Brett - Community Manager
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    I appreciate you sharing your feedback Zac :)

    I'll pass it along to the appropriate team for you!

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  • Fever (Owner)
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    Hello, 

     

    Does the bot supports multiple languages? Our HelpCenter page has 4 languages available, will the bot "speak" to the user depending on what language they are looking at in the HelpCenter? 

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Fever -

    I see that this is your first post. Welcome to the Zendesk Community!

    According to this article: What languages are supported for Answer Bot

    "Answer Bot on email and ticket forms supports these languages: English, Spanish, French, Dutch, German and Portuguese. For the Web Widget, Answer Bot also uses Help Center search functionality as a fallback to show articles besides the ones in the supported language."

    Let us know if you have any additional questions.

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  • Sari Siekkinen
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    When you add Widget to another website (not Guide) Answer Bot cannot find any articles. Is this even possible?

    And if it is how can it be done?

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  • Delina Garcia
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    We're experiencing the same as Sari Siekkinen. Our Help Centre has 8 languages. We've enabled Answer Bot on the Web Widget, yet the results are subpar. Mostly in anything but English and French. How can we improve this? 

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  • Kevin Miodek
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    Hello Aimee Spanier

     

    We use another phone support channel for our customers to contact us. It's called Snapcall and is integrated with Zendesk. Is this something we could technically show up in the list of channels?

     

    Also depending on what the customer writes down or the articles that are shown up, could we show some channels and hidee others?

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  • Shiyu Zhu
    Comment actions Permalink

    Hi Kevin, 

    My name is Shiyu and I am a Product Manager from the Answer Bot team.

    There are no immediate plans for us to integrate Answer Bot with the Snapcall integration. I have noted down your feedback for future considerations. 

    In terms of restricting article suggestions by channel, this is not something we support today. Would you please be able to help us to understand the use case you are trying to satisfy here by hiding certain articles? 

    Cheers 

    Shiyu

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  • Kevin Miodek
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    Hi Shiyu,

    Thank you for taking Snapcall into consideration.
    About channels and articles it's actually the other way around.

    We sometimes need information from customers in a written way. For example if they'd like to amend details of their order we'd need this written and therefore we're thinking if it would make sense to not prompt phone support for those customers when they type "amend my order details" in chatbot and get related articles.

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