About Answer Bot for Zendesk messaging

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24 Comments

  • Ali Demir

    It is great to see Zendesk is investing in this field. But in order for us to test it deeper, we need localisation options where default answers (eg. "I didn't get that. Try rephrasing your question...."). 

     

     

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  • Ramon Zelaya

    I've run into a snag on our support page whereby the status of showing help center articles as an end step has resulted in a number of end users floating in limbo, unidentified, mostly outside of our company's normal operating hours. I would love to have the widget collect contact info before automatically transferring to an agent, or to be able to disable the transfer option after operating hours. Preferably both! 

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  • Shiyu Zhu
    Zendesk Product Manager

    Hey Ali Demir

    Shiyu from the Zendesk product team. When you speak of localisation, are you referring to localizing the entire flow or only certain messages inside a flow. Thanks 

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  • Shiyu Zhu
    Zendesk Product Manager

    Hey Ramon Zelaya

    Have you tried adding a transfer to agent step after article suggestions as a way to prevent end-users floating in limbo? 

    Thanks for your feedback around business operating hours, I have captured your use case for us to consider in the future. 

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  • Ali Demir

    Shiyu Zhu 

    Thank you for reaching out. Some default texts are English-Only (also cannot be changed in English) so these should be localized in other languages. The page itself is ok to be in English. 

     

    Regards, 

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  • Han Yang T

    Shiyu Zhu 

    Hi Shiya, Referring to your message here -

    Have you tried adding a transfer to agent step after article suggestions as a way to prevent end-users floating in limbo?

    I am unable to configure another step after Articles suggestion, in order to transfer to an agent.

     

    The transfer to agent step will be helpful after Articles suggestion, then I can add the form to collect ticket fields information from the end-users.

    Instead of relying on the "Talk to Human" end of loop from Answer Bot which doesn't ask with the form.

     

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  • Dave Rothe

    Is there any reporting available around what inquiries didn't resolve the issue for the customer when using AnswerBot?  We'd like to be able to capture this information so we can add it to our Help Center articles.

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  • Brett Bowser
    Zendesk Community Team

    Hey Dave,

    We released Improved reporting for answer-bot in Explore which you can find out more in the link I attached. It looks like we include a rejection rate for articles that did not resolve the issue for the user.

    Let me know if that's not what you're looking for!

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  • Dave Rothe

    Thanks Brett, although clicking on your link takes me here.  I tried searching as well but came up empty.

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Dave,

    Looks like the announcement has since been archived. You can find out more about answer bot reporting here: Explore recipe: Analyzing Answer Bot activity

    You can also find out more about our answer bot metrics and attributes here: Metrics and attributes for Zendesk Guide

    I hope this helps!

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  • Jordan Brown

    Is there a way to change the name of the answerbot to something else?

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  • Brett Bowser
    Zendesk Community Team

    Hey Jordan,

    It doesn't look like this is possible at this time, however, our Product Managers are looking to have this functionality available in the future.

    Let us know if you have any other questions!

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  • Trey Jackson

    Just to clarify, if we want to enable messaging so we can use Flow Builder capabilities with Answer Bot, do we have to use the messaging feature or can we just use Flow Builder?

    We already use Answer Bot and would just like the enhanced functionality; we're not ready to use messaging with agents at this time. Thanks!

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  • Shiyu Zhu
    Zendesk Product Manager

    Hi Trey, 

    Flow Builder only works on the new Web SDK today and it does require you to enable messaging and making the upgrade to agent workspace.  



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  • Trey Jackson

    Thanks for clarifying Shiyu Zhu!

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  • Hubert FISSELIER

    Is there a possibility to avoid answerbot to plug an external bot ? Have you some links to share about that ?

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  • JJ
    Zendesk Customer Advocate

    Hello Hubert FISSELIER,

    In this scenario, with Flow Builder, we cannot use external bots.

    You would need to use Answer Bot because the integration is built around it.

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  • eunice sabdao

    Is it possible for Answer Bot to transfer the conversation to a specific agent?

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  • JJ
    Zendesk Customer Advocate

    Hello, eunice sabdao,

    Please note that this is not possible since we do not have a mechanism on how to manage this.

    0
  • Jon Simone

    We would like to provide an option to request a call back and then gather information using ticket fields. Is there a way to do this? 

    The flow would be Talk to a human > Request a callback > Please provide the following information: "Issue, Phone #, etc" (using fields) > Create ticket and then we could tag the ticket and create a callback view. 

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  • Carolina Lozada

    Mis siguientes preguntas son estas ..

     

    quedo atenta a una pronta respuesta :

     

    flow builder
    1.-Se pueden cambiar las frases parametizadas ( Un ejemplo en ves de decir -- hablar con un humano yo quisiera poner-- hablar con un especialista) 

    2.- Existe manera que al  cerrar el bot no quede como tikcet

    3.- calificación disponible todo el tiempo en ves de al ultimo

    4.- enviar encuesta de satisfacción y cerrar chat después de inactividad.

     

     

     

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jon,

    As of the moment, there is no native way to add the step "request a callback" in flow builder, but we understand your need for this functionality so I will be marking your comment as Product Feedback.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

    1
  • Marcel

    The team and I are attempting to configure this now. The main issue we see is that where we have departments  handling different business components (sales, support, billing) there's not a way to hand off to a particular department. 

     I may want to have a certain widget location be handled by a different agent as well (on a sales page/form for instance) . 

     

    Are there any immediate plans to allow the flow builder to send chats to particular departments, or is that handled via a different piece of functionality?  Thanks!

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  • Aimee Spanier When will it be possible to customize the feedbackflow? The automatic translation does not match our communication style (eg. the knowlegde is power?? line). By the way the option to transfer to an agent is missing in that automatic feedback. The only choice is to start over or rephrase the question...

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