Working with messaging bots for your web and mobile channels

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  • David Rothe

    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.

  • 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!

  • 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.

  • @... 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...

  • Marcel

    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!

  • 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.


  • 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.
  • 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

  • Jon Simone

    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. 

  • Jordan

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

  • Ingrid van Veen - Schokkenbroek

    @... 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? 

  • 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,
  • Hubert Fisselier (HmB)

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

  • 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.  

  • Trey J.

    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!

  • 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!

  • Ali Demir


    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. 



  • 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 

  • 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!

  • 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:

    For messaging / flow builder:


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

  • RelayPay


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

  • Tiffany Boyer

    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?

  • 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 ;-)


  • Juraj Jarmek

    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.

  • Miranda Burford
    Zendesk Product Manager

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

    - Miranda.

  • Edwin Schukking

    @... - 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.

  • Elizabeth Cuffe

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

  • Daniel

    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?

  • 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!

  • Sicel Lozada

    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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