Issue symptoms

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

Resolution steps

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.

To gain access to the bot 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
  4. Click Zendesk Products > Admin Center > Channels > Messaging and social
  5. Select Messaging > Manage settings
  6. Select Turn on messaging for your account

To locate and build in bot builder

  1. Navigate to Admin Center
  2. Select the Channels dropdown
  3. Under AI agents and automation, select AI agents
  4. You will see the bot builder tool under Conversation bots > Manage conversation bots
    bot builder admin center.gif

For more information, see the article: About the bot builder.

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.
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