Creating a conversation bot for your web and mobile channels

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58 Comments

  • Jon Simone

    How hard would it be to implement a Shrek avatar? 

    Just kidding... I think the request (in our case at least) would be to add any sort of custom avatar from a picture. Maybe a company logo or an agent's face. Something like that. Shrek may be applicable to some companies.

    2
  • Miranda Burford
    Zendesk Product Manager

    Haha.  Love it @...!  Thanks for your sharing your use case (Shrek included). 🤣

    - Miranda.

    0
  • RelayPay

    Same as Jon, a custom avatar will do like the company's logo or the brand being used for the widget. We're also looking at the Shrek avatar lol!

    2
  • Miranda Burford
    Zendesk Product Manager

    Thanks @....  That's good to know!  🤣

    - Miranda.

    0
  • Anton Verhelst

    How do you delete a bot?

    0
  • Jon Simone

    Anton Verhelst 

    If you are talking about the Zendesk Answerbot - it exists in two different forms currently. Legacy and through Messaging / Flow builder. 

    For the legacy version here are instructions to turn it off: https://support.zendesk.com/hc/en-us/articles/4408846786714-Disabling-Answer-Bot

    For messaging / flow builder: https://support.zendesk.com/hc/en-us/articles/4408829224858-Disabling-messaging-for-web-and-mobile-channels#topic_wdl_2lp_mrb

    and

    https://support.zendesk.com/hc/en-us/articles/4408838909210-Using-Flow-Builder-to-create-bot-flows#topic_vnd_rcy_fnb

    For marketplace bots these are disabled in admin > apps > manage

    0
  • Elizabeth C

    Hi there, If we have 500 Answer bots/month in our plan, can we add more? Can we get a cost for that?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Elizabeth,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, yes it is possible to add more than 500 Answer Bot resolutions to your plan. Kndly check our article, About Answer Bot resolutions for more information about this.
     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
    0
  • William Grote

    Miranda Burford

     

    Plus one on being able to add a custom avatar to the Bot - it was the first thing my team asked when I did the demo - we wanted something like this ;-)

     

    1
  • Miranda Burford
    Zendesk Product Manager

    Thanks William Grote.  That's noted!

    0
  • Natalia Maglioni

    Buenas tardes, Necesito poder borrar ese mensaje "El conocimiento es poder" desde donde lo modifico?

    0
  • Beto
    Zendesk Customer Care

    ¡Hola Natalia, muchas gracias por tu pregunta!

    Lamento mucho informar que no es posible modificar el mensaje que menciones. Está codificado en el sistema y no se puede editar. Es un mensaje automático que se envía después de preguntar si el Bot ha sido de ayuda, y el cliente responde que sí.

    Pero esto es una muy buena sugerencia. Le puedo recomendar crear un Feedback Post en nuestra comunidad. Puede explicar su escenario y mientras más tracción tenga este post, más oportunidades existe de que nuestro equipo de Desarrollo decida implementarlo en el futuro.

    ¡Espero que esto haya sido de ayuda!

    0
  • Zeke

    Hi, Not able to do chatbot on social media correctly. I need a way to capture the same as web chat minimum data, email, and full name, If somebody has experience with using bots on Social media conversational channels please help

    1
  • Abe

    Hi there,

    We would like to show the user different bots depending on where they are in our app.  We're using the Zendesk Messaging SDKs for mobile.  Is there any way to do this?  It looks like each channel can only have one bot.

    Making an API call isn't practical for us, since we don't want to track the user's location in the app on our backend.

    Thank you!

    0
  • Ricardo Caballero Albores

    Hi @,

    Is there a way as an agent to add a bot response whenever a message hits my tray? For example, the welcome intro and take the interaction from that point on.

    0
  • Raphaël Péguet - Officers.fr

    Hi Zendesk Community ! 

    Can we (and how? :) ) have an Answer Bot in the messaging system, searching for items in a different help center than the one of the brand it is affiliated with?

    This would allow to have different widgets (for different customer plans) but all pointing/searching in the same help center

    Also / If not is it possible to have several widgets for 1 brand?

     

    Best regards,

    1
  • Dane
    Zendesk Engineering
    Hi Abe,

    Utilizing different bots depending on the location on your app is not possible not unless you are going to utilize different brands with their corresponding Messaging widgets.
     
    Hi Ricardo,
     
    It's not possible for agents to interfere with customers that is currently on a bot flow.
     
    Hi Raphael,
     
    Natively, it will not be possible for answer bot to extract articles from another brand. However, you can utilize the Make an API call steps to extract those needed articles. But it won't be automatically extracted depending on the key words your customer have provided. It will just be contained on that particular step.
    1
  • Daniel Velasque

    Could you make the bot start before an audio or an image sent? Unfortunately, currently, if customers send an audio or an image via WhatsApp, the flow does not start. Could you include an improvement like this?

    0
  • Dane
    Zendesk Engineering
    Hi Daniel,

    Would you mind posting your use case to our Feedback on Messaging topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
    0
  • Max

    Hey there,

    Having an "issue" with our Messaging Bot..

    We created with flowbuilder nice path and articles for what we needed. However, we still allow the bot to recommend articles (as a fallback option). The problem is, as opposite to recommended articles in classic web widget, when the bot pushes article in Messaging, he doesn't send the was this article helpful yes/no question, which means the conversation stands there and never get solved or continues..

    Any feedback on that ?

    Thanks

    0
  • Justin Yan

    Hi! How feasible is it for me to be able to create a chat bot that functions much like Zendesk's own internal one (the one I would use to connect with their support)? Can it be configured using with the options available in the Professional plan. Please advise, thank you!

    0
  • Julio H
    Zendesk Customer Care
    Hi Seif,

    Thanks for your feedback. 

    I will recommend adding intents to restart the conversation from an end point. 

    For example, in each answer within the BOT you can add an intention phrase (start over) or anything you think the customer could type at that moment. 


     
    If the customer types an intent, the bot will bring the customer to the top of the answer linked to that intent in the flow builder.

    More info: Creating an answer for a bot

    Greetings. 
    0
  • Max

    Hi Julio, thank you for your answer,

    However I don't think it's really instinctive to continue speaking for a client after an article suggestion.. would be ideal to have a "is it helpful" button :)

    1
  • Julio H
    Zendesk Customer Care
    Hi Maxime,

    I understand the scenario, that would be perfect for the end user to know what path to follow. 
     
    I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
     
    In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [Giving Feedback at Zendesk].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
     
    Greetings. 
    0
  • Acacia Voynar

    How can I enable articles from our help center to be answer bot responses in our web widget chat feature (not classic web widget)?

    1
  • Joshua Casey

    Custom avatar or at the very least a color change to match the users brand colors. (Custom HEX Color Code)

    0
  • Sabra
    Zendesk Customer Care

    Hey Acacia Voynar! You can find the configuration requirements for adding help center articles to your bot here: Show help center articles

    For any product feedback, Joshua Casey, we encourage you to post in the General Product Feedback topic!

    0
  • Frank Lora

    Hola,

    Tengo varios problemas:

    1- Quiero ver los chats que el Bot atiende de manera directa, mas no asigna ningún agente, o sea quiero ver esos chats que el mismo resolvió para no perder parte importante de lo que ha interactuado con mi cliente.

    2- Como configuro que el Bot espere una respuesta antes de pasar a otro paso, por ejemplo si pido imágenes esperar a que en el chat se manden imágenes antes de pasar a los pasos siguientes.

    0

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