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Testing the end user's messaging experience



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Aimee Spanier

Zendesk Documentation Team

Edited Jan 24, 2025


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14 comments

A big issue is that if you have the "old" web widget live on your Website you can't test your messaging Widget! Or you have to make it live.

 

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@Raphaël Péguet 

Make a new brand (eg) "testbrand", then create a Guide-page for that brand.

In admin center go to "Messages" -> "Installation" tab and then activate the "Automatically add Widget to helpcenter" function.

You will have to activate messaging and stuff like you will have to do for all brands. But this will enable you to test your bot. 

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I was ready to use the messaging by Web Messenger (Web Widget), but I found the message user sent will send to the sunshine conversation, and go the flow what the sunco defines (like I set up a chat-bot in sunco, and reply to user 'A'), instead of the zendesk answer bot flow (reply 'B').

Do you know why? I don't know where I set wrong.

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Viktor Osetrov

Zendesk Customer Care

Hello Simple,

For messaging by Web Messenger (Web Widget) you can use the following option:
Starting answer - The conversation will start with this answer

Hopefully, it helps with your answer bot flow.
Thanks
 

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Hello.
And what option do we have to be able to test a Bot with all its workflow offering articles without publishing the bot and affecting end users? 

We can create a new brand, and clone the bot, but it gives error in all the steps where we offer an article because it does not exist in the new brand?

It should be easier to test it?

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Christine Diego

Zendesk Customer Care

Hi Sebastian,
 
You can preview a bot before publishing it to a live channel using the Test bot button. You'll also be able to preview any unpublished changes. You can test:
  • Standard responses, such as greetings or fallback messages
  • How the bot matches customer messages to answer intents
  • Answer flow steps, including steps that make API calls, vary based on business hours, provide quick reply options, or collect data.
  • Bot messages that include rich media, variables, or help center articles
  • Transfers to agents, including conversations with real agents. Such conversations create real tickets in Zendesk Support.
 
You can check this information here Testing a conversation bot before publication

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Thanks Christine.

We tried the above, but Zendesk returned an error...

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Christine Diego

Zendesk Customer Care

Hi Sebastian,
 
I have created a ticket for you to further check the error. Someone from our team will reach out to your shortly. Kindly check your email. 

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Do you have to be an Admin to Test the bot?

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Elaine

Zendesk Customer Care

Hi Stephen,

Yes, you should have admin access to test it while it is not published yet.

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I have just published 20 new articles and the bot is unable to pick the answer from it in live testing but it is able to pick it up from the testing section. Does the bot need a certain amount of time in order to sync with newly published articles?

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Matt Russell

Zendesk Luminary

Can we expect to be able to test Generative Replies with article suggestions (on content within the Help Centre of the brand we are testing) in the Test Bot mode within the admin pages?  I have this setting on but in testing the bot, I'm not getting any content (article links or digestion of article content) on our Help Centre to be suggested within the test flow.  What's working in Quick Answers on the HC search box is not working in the Test Bot for AI Agents.

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Having troubles with the bots updating. It looks like they are either skipping Ask for Detail questions or the cache for this is stuck on an older version.  Any suggestions on how to get that correct?

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So we had active web widgets, and I wanted to change the messaging. I made the updates and now it wants me to publish AI Agents. Is this a change? Will we be charged for this update?

 

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