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What are my chatbot options with Zendesk?



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Ben Van Iten

Zendesk Digital Resources Team

Edited May 10, 2023


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15 comments

Hi,

This article says we can use "chat conversations API".

I subscribed for a suite enterprise account, and i don't have access to the chat conversations API.

When I raise this to support, they are saying that it's not available for the new accounts!

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Gab Guinto

Zendesk Customer Care

Hi Jegadeesan,
 
Yes, most of newly set up accounts are no longer able to access the Chat Conversations API. Similar to what's mentioned here, the recommended path going forward is through Sunshine Conversations.
 
But, we saw that you have an existing ticket with us about this; we have followed up on the status of your request, and we'll be reaching out to you with an update as soon as possible. Thank you, Jegadeesan!

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Devan La Spisa

Zendesk Community Manager

Hello Tuule

Appreciate you letting us know about the broken link. We've gone ahead and taken care of this. 

Best regards.

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Do we have to use Zendesk knowledge base articles when building chatbot flows? Can we pull from different sources (ie. brand-owned website, blog, etc..)? 

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Viktor Osetrov

Zendesk Customer Care

Hello Ashley,

Yes, you can pull data to the chatbot from different sources (ie. brand-owned websites, blogs, etc..) using the API call step in Flow Builder.

Hope it helps,

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Muhammad Saqib muhammad.saqib@markaz.app

Tue, Jul 18, 1:07 PM (1 day ago)
 
 
 
to Sarah
 
 
 
 
 
I had an idea come to mind - what if we disallow users from interacting with the Zendesk bot and instead direct them to a live agent? Would Zendesk still charge us for monthly active users (MAUs)? In the post where Zendesk announced their pricing, the author referred to users who interact with the bot. I have included a reference link below for your convenience.
https://support.zendesk.com/hc/en-us/articles/5352026794010-About-monthly-active-users-for-Zendesk-bots
 
Also what are the requirements if we use the third party bots?

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Hi

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Hi Zendesk Team, 

Good day, 

I would like to ask is possible to use the Viber,WeChat, chatbot inside sandbox for Free without charge? 

Thank you. 

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Hiedi Kysther

Zendesk Customer Care

Hi Marvin, 

If you are referring to Messaging bot, then yes! You should be able to use the messaging bot in your Sandbox account free of charge. Hope this helps! 

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Hi Heidi, 

Good day, 

I would like to ask if possible to Export all the configuration from Live Suite Professional then Import configuration to Trial Suite Professional vice-versa?

Thank you. 

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Hi Hiedi Kysther,

Good morning,

We would like to confirm if it is possible to backup all configuration especially Chat Builder Workflow from existing production account as Suite Professional subscription and restore to Suite Exterprise in case of need for upgrading there existing subscription?

Would you also provide if there is any guide or method for that.

Thank you so much. 

 

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Gabriel Manlapig

Zendesk Customer Care

Hi Marvin,
 
I'm afraid this feature is not yet available that would export all of the Admin Center configuration settings. But if you're looking to export content such as business rules, macros, views, etc., you should be able to hit those endpoints and get that information. Again, you'll just have to manually go through our API documentation and find which settings you need to export.
 
Also, we've searched our articles and documentation to see if there's a way to backup the Chat Builder workflow. At the moment, it has to be recreated manually from your live production instance to your new or trial account, unfortunately.

I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future. Thank you!
 

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The above article states this about the conversation bot:

"Over time, you train your bot so it gets better at answering customer questions. If you don't have an Answer already configured, then Answer Bot simply falls back on the article recommendations search described above."

Why is this stated if the conversation bot does not have the ability to recommend articles (verified by a support agent)?

We want the ability to have the bot recommend articles when a specific intent is not triggered. For example, "tracking" is an intent we have built-in, but if someone asks about "shipping," something we have multiple articles about, those are not searched. 

Is there an option to have article recommendations as a standard part of Messenger? 

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Hi,

We have observed a similar issue as mentioned above by Lucas. The help center fallback feature does not work reliably, even performing tests with the same query across various widget instances, the bot was not able to provide a response in some cases (although was able to find an answer in another instance to the same exact query). It is not entirely clear what the bot scans when looking for the relevant help center articles. I've heard it being labels and article titles, but even when making changes to these, it doesn't seem to help with the article search. We wanted to take advantage of the GenerativeAI feature which generates a nice summary response and links to the relevant article, but it appears that the core help center fallback feature is not working as intended in most cases. This also then further complicates tracking of the rejection and resolution rates for the conversation bot specifically. As a note,  I understand that the bot will not be able to provide answers to all queries if we don't have content on it, but it has trouble finding content to questions which we definitely have covered in our help center. 

Anyone else also experience this and knows a workaround or something? Thanks!

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