Using Flow Builder to create a social messaging bot

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  • Vincent

    Love this idea! I understand that if this feature is toggled on for 1 brand, then flowbuilder will be available on all social channels, but if you are using multibranding, can some brands use this feature and others not?

    Will help center articles be available to be viewed in social media as well?

  • Cheeny Aban
    Zendesk Customer Care

    Hi Jordan,

    Thank you for raising that up! we appreciate it. I had flagged this article and raise your inquiry to our Team. The article will be updated once further information is available regarding this EAP.


  • Erik

    Hi there!

    I just got now this Early Access Program but it seems that is not following the same structure of chat bot, the options seems broken and is very hard to our customer understand which option he can choose


    As you can see, the option looks great on our website, but on whatsapp is not elegible to use on that way.

    Our operation is affecting at this moment and our customer cannot contact us, this is a huge problem!

    We need to disable this program right now, this is possible? I'm kindly asking too, if is not possbile to disable that, please do an update on this system to looks like the same chat bot.

  • Dave Dyson
    Zendesk Community Manager

    Hi Erik, just a reminder – please leave your feedback on Productboard. Thanks!

  • George Reinoso

    Just signed in on the EAP. Waiting to be accepted. Love this option

  • Anton M.

    Can you share a tip, how to make bot to react properly to the conversation start? 
    When we start conversation in a web widget, the bot reacts proactively so users can see icebreakers options straight away. 

    Yet when using social messaging, the bot does not start by itself, so conversation starts like that: 
    1. User: Hello! 
    2. Answer bot: Sorry I do not understand. Please rephrase or
    (Start Over) 
    3. User: Start Over 
    4. Answer Bot: Please choose your issue (billing) (other)

    Is there a way, for the bot to skip to the root tree element (4) when receiving greeting from user or even start proactively in Twitter and other channels, that support it?

  • Dane
    Zendesk Engineering
    As this behavior is happening on an EAP I'll mark this as a feedback. Our options to troubleshoot its functionality is limited right now. Rest assured, our Team will look into it for further improvement.
  • Redwan

    same here as Anton M. explained, very weird the bot flow starts even before the actual flow starts which is make it an inconvenient and unpleasant experience for the customers.

  • Paul McCabe

    In the article above:

    • The same bot will be shared by all channels within a brand. You can’t have different bot experiences on different social channels to your Web Widget, if those channels share the same brand.

    Is this accurate with the EAP? I seem to be able to create multiple different bots within the same brand now (although I have not yet tried to publish more than one). 


  • Paul McCabe

    Following up on my comment above, I did a quick test, and it seems I was able to create 2 different bots for the same brand, and assign them to unique messaging channels, as shown here.

  • Aya

    Totally agree on with what Anton M. explained above. The current flow is very strange. Hope this gets improved very soon!

  • Ahmed Zaid

    Hello team,

    I am wondering if there is a way to hand over the conversation from the agent workspace back to the answer bot. If the conversation ticket is solved, but not closed, every new message on social (as tested on messenger) reopens the ticket instead of starting a new conversation.

    As a workaround, we add a tag that fires a trigger to close the ticket. But it feels like an essential feature is missing where the conversation simply cannot be ended by the agent.

  • Anton

    Ahmed Zaid 
    You can try to use the following string. Though I'm not sure if it'll work in your setup. 

  • Ahmed Zaid


    That is brilliant. Thanks a lot.

    This works for me on a demo instance that has SunCo subscription. I wonder if it works for accounts without SunCo too.


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