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Adding an AI agent for messaging to a social messaging channel



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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38 comments

I connected the bot to a social channel. The bot can be triggered to reply automatically. However, when agents joined in and replied to users, the bot will still work and replied to users. This causes a big problem and confusion for users because both the bot and agents will reply to the users simultaneously.

How to prevent the bot from replying when agents already started to handle the social messaging ticket?

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Julio H

Zendesk Customer Care

Hi Flora, 

The bot is unable to interact with the customer if the end user has been transferred to a live agent. 

I think you might have in place Messaging triggers with a time base condition, and they are firing while the conversation is active between the agent and the end user. 

The condition Wait does not check to see if the end user has been transferred to an agent already. Unfortunately, this is expected. 

If you believe that you do not have any Messaging trigger in place and the Bot is chatting at the same time, an agent is active in the conversation. 

Please contact Zendesk Support to review this further for you. 

Greetings.  

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Hi Zendesk, 

Images doesn't render well in every format it would be nice that you suggest in your article, picture sizes :) 

Best regards,

Raphaël

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Any update regarding data capture for social messaging?

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Mike DR

Zendesk Customer Care

Hi Anton,

No ETA yet for this feature but this is definitely on the roadmap. 

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Hi is there any update regarding data capture for social messaging?

 

Mike DR 

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Destiny

Zendesk Customer Care

Hello Shreyank,
 
I appreciate your follow-up inquiry about the availability of the Data capture feature for social messaging. 
 
After reviewing discussions amongst our internal teams, it appears that this feature is not yet available. Unfortunately, we do not have a specific timeline for when it might be released. 
 
I recommend keeping an eye on our announcements pages for the most recent updates on new feature rollouts. I'm sorry I don't have more definitive information at this time, but please rest assured that our team is actively exploring this feature.

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This is sad that we cannot use the “Ask for details” block for WhatsApp, it makes it so difficult to verify users as we want users to enter their User ID, track and trace code and email before they are routed. This makes the answer bot limited. I hope we can have this feature soon

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