Using bot builder to create a social messaging bot

What's my plan?

This functionality is part of AI agents.

You can build and deploy a conversation bot using bot builder and make it visible on your social channels to start deflecting those commonly asked questions.

This article includes the following topics:

• Before you begin
• Adding a bot to active social channels
• Removing a bot from social channels
• Functionality differences from web and mobile messaging

Before you begin

Before you can add a conversation bot to a social messaging channel, you must connect a social channel and create a bot for it using the following steps:

• Connect your social messaging channels (see Add your social channels ). Note that each available social channel has its own enabling instructions. You can add a conversation bot to any social channels that are connected to your Zendesk account.
• Create a conversation bot (see Creating a conversation bot ). When you publish the new conversation bot, you’ll be able to select the social messaging channel(s) you want to connect the bot to.

When you have connected a social channel and created a conversation bot, you can add a previously-created, unused botor a bot that is already in use to a social channel.

Adding a bot to active social channels

You can add a bot you’ve already created to your social channel.

• Adding an unpublished bot to social channels
• Adding a live bot to your social channels

Adding an unpublished bot to social channels

If you choose to add a bot to a social channel that is currently unpublished, you can publish the bot to your social channel.

To publish an unused bot to a social channel

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot you want to publish.
4. Make any necessary changes to the bot answers, then click Publish bot.
5. In the channel selection screen, select one or more channels to connect to your bot, then click Publish to selected channels.

Adding a live bot to your social channels

If you have published a bot to a web or mobile channel and want to now deploy that bot to social messaging channels, you can do so in the bot’s settings.

To add a live bot to a social channel

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot you want to use.
4. In the Settings tab, expand the Channels section and select the channels you want to connect to the bot.
5. Click Save.

Note: If the selected channel already has a conversation bot connected to it, that bot will be disconnected from the channel and replaced with this new bot. If no other changes are made to the bot, the live channel is not impacted by this process.

Removing a bot from social channels

You can remove a bot from a social messaging channel if you no longer wish to use it.

To remove a live bot from a social channel

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot you want to use.
4. In the Settings tab, expand the Channels section and deselect the channels you want to remove.
5. Click Save.

Functionality differences from web and mobile messaging

Bot builder on social channels has the following differences in functionality than compared to native channels:

• 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 bot will skip that answer and move to the next one in the flow.
• 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 bot will say “You can say” followed by the options configured in bot builder. The bot 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.
• Greetings. On social channels, the bot is not able to send the greeting message to begin a conversation. The user must speak first, and then the bot will follow normal behavior when receiving a free-text message and attempt to find a conversational shortcut.
• Intent characters limitation. The bot intent title and the presented options for social media have to fit the limit of 20 characters.
• Authentication and messaging metadata variables. Messaging authentication and messaging metadata variables are only available for the Web Widget and mobile SDK channels.
• Automatic bot translations. Social messaging channels do not pass the locale to Bot Builder, so automatic translation for bot messages, text, links, variables, and so on, is not available for a social messaging bot.

For a summary of all social channel capabilities, see Sunshine Conversations: Channel capabilities.