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I'm unable to access Flow Builder

Carl McDowell
  • Edited
Zendesk Customer Care

Question

I am unable to find the Flow Builder option in the Admin Center. How do I access Flow Builder? Where is Flow Builder? 

Answer

Flow Builder is the tool that you use in messaging to create a bot, add training phrases, add answers and steps, and publish the experience. All of the answer-led flows that you build for your bot is done with Flow Builder.  

To gain access to Flow Builder: 

  1. Confirm that your account is on a Zendesk Suite plan with Support and Chat. 
  2. Verify that Agent Workspace is enabled in your account.
  3. Verify that messaging is enabled in your account. 

    1. Click Zendesk Products () > Admin Center > Channels > Messaging and Social.
    2. Select Messaging setup.
    3. Select Enable messaging for your account.

To locate and build in Flow Builder: 

  1. Navigate to your Admin Center.
  2. Select the Channels dropdown.
  3. Under Bots and Automations select Bots.
  4. You will see the Flow builder tool under Bots and Automation > Bots.
    flow_builder_location.gif

For more information, see the article: About Flow Builder.

 

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6 Comments

  • Nicole

    I believe we have messaging enabled (I see "Text, Facebook, and Twitter as options under Messaging and Social) but I still am unable to access Flow Builder. Any thoughts? 

    0
  • Brian Arvy

    Hi Nicole, I have created a ticket on your behalf to assist you further regarding your concern. You will be receiving an email notification about the updates on that ticket.

    0
  • David Javier

    We're having the same issue as Nicole. We see "Text, Facebook, and Twitter as options under Messaging and Social". No "Messaging Setup"  and do not see "Flow Builder" under Bots and Automation. 

    0
  • Nicole

    David Javier I had a couple of steps I had to take to get to the flow builder. First I had to enable agent workspace because I wanted chats from the bot to flow into the tickets:

    https://support.zendesk.com/hc/en-us/articles/4408834058010-Enabling-and-disabling-the-Zendesk-Agent-Workspace

    Then I did have to enable messaging (it wasn't even though I thought it was): 

    https://support.zendesk.com/hc/en-us/articles/4408832031898

    I hope these articles help until someone from ZenDesk can reply.  :) 

    0
  • CuboAi Support

    Hi, I wanna further clarify about enabling this feature. Our subscription is Professional, should we purchase a live chat plan to enable this Flow builder feature, or any other "Suite Plan" we need to upgrade? I'm a bit confused about our sale's response. Thanks.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey CuboAI,
     
    I believe you just need to enable Agent Workspace on your account along with Messaging before you can use FlowBuilder. Agent Workspace is available on team plan or higher so you should have this available to you. However, if you're not on Suite you would need to purchase live chat/messaging separately which your account manager should be able to help with. Live chat and Messaging wouldn't be included in just Support professional unfortunately.
     
    Hope this clears up any confusion!
    0

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