You can create an AI agent for messaging and make it visible on your social channels to start deflecting those commonly asked questions.
This article includes the following topics:
Before you begin
- Connect your social messaging channels (see Add your social channels ). Note that each available social channel has its own enabling instructions. You can add an AI agent for messaging to any social channels that are connected to your Zendesk account.
- Create an AI agent for messaging (see Creating an AI agent for your web and mobile channels ). When you publish the new AI agent, you’ll be able to select the social messaging channel(s) you want to connect the AI agent to.
Adding an AI agent to active social channels
You can add an AI agent you’ve already created to your social channel.
Adding an unpublished AI agent to social channels
If you choose to add an AI agent to a social channel that is currently unpublished, you can publish the AI agent to your social channel.
To publish an unused AI agent to a social channel
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent you want to publish.
- Click Publish AI agent.
- In the channel selection screen, select one or more channels to connect to your AI agent, then click Publish AI agent.
Adding a live AI agent to your social channels
If you have published an AI agent to a web or mobile channel and want to now deploy that AI agent to social messaging channels, you can do so in the AI agent’s settings.
To add a live AI agent to a social channel
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent you want to use.
- In the Settings tab, expand the Brand and channels section and select the channels you want to connect to the AI agent.
- Click Save.
Removing an AI agent from social channels
You can remove an AI agent from a social messaging channel if you no longer wish to use it.
To remove a live AI agent from a social channel
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent you want to use.
- In the Settings tab, expand the Brand and channels section and deselect the channels you want to remove.
- Click Save.
Functionality differences from web and mobile messaging
AI agents for messaging on social channels have the following differences in functionality than compared to native channels:
- Greetings. On social channels, the AI agent is not able to send the greeting message to begin a conversation. The user must speak first, and then the AI agent will follow normal behavior when receiving a free-text message and attempt to find a conversational shortcut.
- Automatic translations. Social messaging channels do not pass the locale, so automatic translation for AI agent messages, text, links, variables, and so on, is not available for a social messaging AI agent.
- (Legacy) Quick reply options experience. For channels like WeChat and X (formerly known
as Twitter), quick reply options aren't supported, and will degrade to a
text-based experience to list the options for the user. The AI agent will say
“You can say” followed by the options configured in bot builder. The AI agent
can't be configured per channel at this stage and will be enabled across all
Zendesk integrated social channels, including Sunshine Conversation
integrations. Note: Quick reply options are currently available on WhatsApp using Sunshine Conversations integrations.
- (Legacy) Data capture. Data capture is not available on social messaging channels. For instance, if an answer includes the Ask for details step requesting information from the customer, the AI agent will skip that answer and move to the next one in the flow.
- (Legacy) Intent characters limitation. The AI agent intent title and the presented options for social media have to fit the limit of 20 characters.
- (Legacy) Authentication and messaging metadata variables. Messaging authentication and messaging metadata variables are only available for the Web Widget and mobile SDK channels.
For a summary of all social channel capabilities, see Sunshine Conversations: Channel capabilities.
38 comments
Flora Czj
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
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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Raphaël Péguet - Officers.fr
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
0
AntonMi
Any update regarding data capture for social messaging?
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Mike DR
No ETA yet for this feature but this is definitely on the roadmap.
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Shreyank Prabhu
Hi is there any update regarding data capture for social messaging?
Mike DR
0
Destiny
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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test.zendesk
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
0