Understanding everywhere you can use Zendesk bots

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12 Comments

  • Jon Simone

    In this article it mentions that customers can request a callback through answerbot: "Escalation options to a human agent can always be made available, such as requesting a callbacklive chat or leaving a message". How does this work? I do not see this option in the flow builder.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi @..., it is a bit confusing, I'm sorry. So those options are available if you are using the Web Widget, but they are not available in Flow Builder, which works with messaging and the Web SDK (as opposed to the Web Widget). Hope that helps!

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  • Jon Simone

    Jennifer Rowe is the plan for Flow Builder to replace Web Widget eventually?

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  • Jennifer Rowe
    Zendesk Documentation Team

    Jon Simone
    When I wrote the comment above the new version of the Web Widget (that worked with messaging, including FlowBuilder) was called Web SDK. We have since relabeled the original Web Widget as "Web Widget Classic" and there is an updated version called Web Widget (not Web SDK anymore).

    So no, FlowBuilder is not replacing Web Widget. But the new version of Web Widget, if you are using messaging, enables you to use FlowBuilder. 

    I hope that makes sense! Let me know. 

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  • Timothy Beutler

    Hello! We have been testing using AB in our Web Form and Email. Are these exclusive, or can they be used in both areas simultaneously?

    Thank you!

    - Tim

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  • FINANCIERA UENO SAECA

    Hello

    Is there a way to get the answerbot to send action buttons trough whatsapp?

    We currently have Enterprise licence + Sunshine for notifications.

    This is the kind of message i get from my app connected to SunCo

    But this is what i get from Answerbot

     

    Those yes/no options should be in buttons, not in text

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  • Dane
    Zendesk Engineering
    Hi Miguel,
     
    Unfortunately, adding answer bot buttons is not natively supported in WhatsApp.
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  • FINANCIERA UENO SAECA

    Thank you

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  • Raphaël Péguet - Officers.fr

    Hi Zendesk,

    Can (and how) Answer Bot can crawl between several help center please?

    (especially for the messaging experience)

    Thank you,

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  • Marine
    Zendesk Customer Care
    Hi Rafael!
     
    Currently Answer Bot doesn’t work across brands/help centers.
    Answer Bot will suggest articles from the brand associated. 
     
    If you'd like to explain your use case and give your feedback I can encourage you to post it in our community here
     
    Hope this answers your question!
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  • Charlene Javier

    Hi Team, 

    Is it possible to use an Answer Bot if we have multiple Brands via ZD? 

    Seems as though we can being that there are Channels now added.


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  • Raphaël Péguet - Officers.fr

    Marine thanks ! I succeeded via an API call,

    Charlene Javier of course :-)

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