This article describes how you can build and deploy a bot built using Flow Builder and make it visible on your social channels to start deflecting those commonly asked questions.
This article includes the following topics:
Building a bot on social messaging using Flow Builder
Flow Builder allows you to create a bot for automating web, mobile, and social messaging interactions with your customers, giving them the opportunity to self-serve their support issues before connecting with agents.
See Using Flow Builder to automate conversations for more information and instructions on creating and publishing a bot flow.
Adding a bot to an active social channel
Once you've joined the Beta program and have successfully published a flow, the bot will automatically apply to all of your social channels. No additional configuration is required.
If you have multiple brands, the flow will only be applied to social channels within the brand used to join the EAP. Social channels associated with other brands will not be affected.
Flow Builder on social channels has the following limitations to be aware of when compared to native channels:
- Data capture. If you've added a 'Transfer to agent' step and configured support custom fields as a part of your flow, the configured fields will not show on your social channel customer experience. While the conversation will still be transferred to an agent with relevant history, the bot will skip any data capture configured.
- The bot will be active on all social channels. The bot cannot be configured per channel at this stage; it will be enabled across all Zendesk integrated social channels, including Sunshine Conversation integrations.
- English only. For channels like Whatsapp, quick reply options are not supported, and it will degrade to a text-based experience. For social channels, the degraded experiences are not localized and support English only today.
- The same bot will be shared by all channels within a brand. You can’t have a different bot experience on your Facebook channel to your Web Widget, if those channels share the same brand.