Testing the end user's messaging experience

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10 Comments

  • Raphaël Péguet - Officers.fr

    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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  • Tim (inactive account)

    @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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  • Simple Yu

    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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  • Sebastian Hernandez

    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 You'll also be able to preview any unpublished changes.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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  • Sebastian Hernandez

    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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  • Stephen Whyte

    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.
    0

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