Issue symptoms
I am unable to find the Flow Builder option in the Admin Center. How do I access Flow Builder?
Conditions
An account must have Zendesk Suite, or Support and Chat with the Agent Workspace enabled to access Flow Builder. Before enabling Flow Builder, read this article to understand recommendations and limitations: About Zendesk messaging.
Resolution steps
- Verify that Agent Workspace is enabled in your account.
- Click Zendesk Products (
) > Admin Center > Channels > Messaging and Social. - Select Messaging setup.
- Select Enable messaging for your account.
Now that messaging is enabled, you will see the Flow builder option under Bots and Automation > Bots.
For more information, see this article: About Flow Builder.
6 Comments
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?
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.
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.
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. :)
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.
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!
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