Using the bot builder to create a social messaging bot

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Benjamin,

    Data capture is still not available for social messaging channels at the moment. This includes any action that will ask the customer to input some details. Hence, both the 'Ask for details" and "Transfer to agent" step won't work on these channels.

  • Arianne Batiles
    Zendesk Customer Care

    Hi damien.messe,

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

  • 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?

  • 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. 

  • Hi Zendesk, 

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

    Best regards,


  • Anton

    Any update regarding data capture for social messaging?


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