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Creating an AI agent for your web and mobile channels



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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63 comments

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Shiyu Zhu

Zendesk Product Manager

Hey @...

Shiyu from the Zendesk product team. When you speak of localisation, are you referring to localizing the entire flow or only certain messages inside a flow. Thanks 

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Shiyu Zhu

Zendesk Product Manager

Hey @...

Have you tried adding a transfer to agent step after article suggestions as a way to prevent end-users floating in limbo? 

Thanks for your feedback around business operating hours, I have captured your use case for us to consider in the future. 

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@... 

Thank you for reaching out. Some default texts are English-Only (also cannot be changed in English) so these should be localized in other languages. The page itself is ok to be in English. 

 

Regards, 

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Shiyu Zhu 

Hi Shiya, Referring to your message here -

Have you tried adding a transfer to agent step after article suggestions as a way to prevent end-users floating in limbo?

I am unable to configure another step after Articles suggestion, in order to transfer to an agent.

 

The transfer to agent step will be helpful after Articles suggestion, then I can add the form to collect ticket fields information from the end-users.

Instead of relying on the "Talk to Human" end of loop from Answer Bot which doesn't ask with the form.

 

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Is there any reporting available around what inquiries didn't resolve the issue for the customer when using AnswerBot?  We'd like to be able to capture this information so we can add it to our Help Center articles.

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Brett Bowser

Zendesk Community Manager

Hey Dave,

We released Improved reporting for answer-bot in Explore which you can find out more in the link I attached. It looks like we include a rejection rate for articles that did not resolve the issue for the user.

Let me know if that's not what you're looking for!

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Thanks Brett, although clicking on your link takes me here.  I tried searching as well but came up empty.

 

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Brett Bowser

Zendesk Community Manager

Hey Dave,

Looks like the announcement has since been archived. You can find out more about answer bot reporting here: Explore recipe: Analyzing Answer Bot activity

You can also find out more about our answer bot metrics and attributes here: Metrics and attributes for Zendesk Guide

I hope this helps!

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Is there a way to change the name of the answerbot to something else?

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Brett Bowser

Zendesk Community Manager

Hey Jordan,

It doesn't look like this is possible at this time, however, our Product Managers are looking to have this functionality available in the future.

Let us know if you have any other questions!

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Just to clarify, if we want to enable messaging so we can use Flow Builder capabilities with Answer Bot, do we have to use the messaging feature or can we just use Flow Builder?

We already use Answer Bot and would just like the enhanced functionality; we're not ready to use messaging with agents at this time. Thanks!

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Shiyu Zhu

Zendesk Product Manager

Hi Trey, 

Flow Builder only works on the new Web SDK today and it does require you to enable messaging and making the upgrade to agent workspace.  



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Thanks for clarifying @...!

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Is there a possibility to avoid answerbot to plug an external bot ? Have you some links to share about that ?

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Hello @...,

In this scenario, with Flow Builder, we cannot use external bots.

You would need to use Answer Bot because the integration is built around it.

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Is it possible for Answer Bot to transfer the conversation to a specific agent?

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Hello, @...,

Please note that this is not possible since we do not have a mechanism on how to manage this.

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We would like to provide an option to request a call back and then gather information using ticket fields. Is there a way to do this? 

The flow would be Talk to a human > Request a callback > Please provide the following information: "Issue, Phone #, etc" (using fields) > Create ticket and then we could tag the ticket and create a callback view. 

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Mis siguientes preguntas son estas ..

 

quedo atenta a una pronta respuesta :

 

flow builder
1.-Se pueden cambiar las frases parametizadas ( Un ejemplo en ves de decir -- hablar con un humano yo quisiera poner-- hablar con un especialista) 

2.- Existe manera que al  cerrar el bot no quede como tikcet

3.- calificación disponible todo el tiempo en ves de al ultimo

4.- enviar encuesta de satisfacción y cerrar chat después de inactividad.

 

 

 

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Cheeny Aban

Zendesk Customer Care

Hi Jon,

As of the moment, there is no native way to add the step "request a callback" in flow builder, but we understand your need for this functionality so I will be marking your comment as Product Feedback.

We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

 

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The team and I are attempting to configure this now. The main issue we see is that where we have departments  handling different business components (sales, support, billing) there's not a way to hand off to a particular department. 

 I may want to have a certain widget location be handled by a different agent as well (on a sales page/form for instance) . 

 

Are there any immediate plans to allow the flow builder to send chats to particular departments, or is that handled via a different piece of functionality?  Thanks!

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@... When will it be possible to customize the feedbackflow? The automatic translation does not match our communication style (eg. the knowlegde is power?? line). By the way the option to transfer to an agent is missing in that automatic feedback. The only choice is to start over or rephrase the question...

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Hi, Team!

Working on creating flows now and I'm a little stuck. 

I only have two options for the form:

  • Name
  • Email

When I type in "Order ID", nothing populates to choose from. Any ideas?

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Daniel Aron

Zendesk Product Manager

Hi Ingrid,

Customizing the feedback flow with Flow Builder is on the 9 month roadmap.

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Daniel Aron

Zendesk Product Manager

Hi Tiffany,

Check to see what field type it is in your Support ticket field configuration. There is only a limited set of ticket field types supported in Flow Builder agent transfer configuration currently - text or drop-down. So if your Order ID is a numeric field type for example that would explain why it isn't appearing. Are there particular field types that you'd like to see supported with Flow Builder when capturing data as part of the agent transfer step? 

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Daniel Aron

Zendesk Product Manager

Hi Marcel,

We are looking into ways to improve agent routing with Flow Builder on the 9 month roadmap. In the meantime, you may be able to achieve what you need by configuring data capture as part of the agent transfer step. For example, you could create a drop-down ticket field that has the values of your example, "sales", "support" and "billing" and then you can set up routing rules so that messaging conversations with those ticket field values go to the appropriate agent group.

I hope that helps!

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@... Hi Daniel, thanks for the update. Is it possible that the 9 month roadmap for Flow Bilder is shared. So it's clear to us what's coming? 

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@... - Chiming in on the comment from @..., for the same reason we would be interested in using placeholders to provide the language translation in the register we are using with our end users. And so, we would be interested as well in what the 9-month roadmap will have in store for us.

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Hi, 

Is there a way to change the avatar for the Answer Bot?

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Miranda Burford

Zendesk Product Manager

Hi @...,

Not currently, but this is something that is in consideration for the future.  Out of interest, what avatar would you like to use instead?

Thanks,

- Miranda.

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