Question
I am unable to find the bot builder option in Admin Center. How do I access bot builder? Where is bot builder?
Answer
The bot builder is the tool that you use to create answers for conversations, add training phrases, add answers and steps, and publish the experience. All of the answer-led flows that you build for your bot are done with bot builder.
If you're unable to access bot builder, see the video below:
To gain access to the bot builder
- Confirm that your account is on a Zendesk Suite plan with Support and Chat.
- Verify that Agent Workspace is enabled in your account.
- Verify that messaging is enabled in your account.
- Click Zendesk Products > Admin Center > Channels > Messaging and social.
- Select Messaging.
- Select Enable messaging for your account.
To locate and build in bot builder
- Navigate to Admin Center.
- Select the Channels dropdown.
- Under Bots and automation, select Bots.
- You will see the bot builder tool under Bots and Automation > Bots > Conversation bot.
For more information, see the article: About bot builder.
12 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!
Does access to the bot builder require system admin privileges? Is this a feature that a Knowledge Management specialist should own, or should it be owned by the system admin team?
yes, only Admins can access the Flow builder settings in the Admin Center.
Here you can read more About team member product roles and access.
Is there any plans to introduce distinct permissions for Flow Builder in custom roles?
We have a custom role which has elevated agent access but not full admin access and would like to incorporate flow builder access into that role so a select few people have access to it.
It seems currently that the only way around this is to give people full admin access..
Hi,
In relation to my previous question, I would like to inquire about any potential plans to expand access to the bot builder beyond administrators. It appears that the bot builder would be an ideal tool for knowledge managers or technical writers, yet they are unable to utilize it unless granted sys admin privileges, which entails certain inherent risks. Is there any consideration being given to making the bot builder accessible to these user groups without requiring sys admin permissions?
I think there should be an option to allow chatbot changes without granting admin access. Currently we have some team members we are promoting to admin temporarily to modify chatbot but this can lead to some risks.
Great suggestion Tina. We would like to use the chatbot but are not able to this very specific reason.
Please sign in to leave a comment.