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Understanding the step types for AI agent answers (Legacy)



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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117 comments

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Destiny

Zendesk Customer Care

Hello Aaron,
 
I appreciate you getting in touch. It appears you're looking for a way to make the "ask for details" feature in Answerbot either mandatory or optional. Currently, our platform doesn't support this capability natively. However, I've passed on your thoughts to our product development team for consideration. At this time, I'm unable to offer a specific timeline for when such a feature might be implemented. Thank you for your patience and understanding.

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Chad Susa (Gravity CX - Zendesk Partner) 

I am trying to add image in Send message section. i added JPG to google drive and it is accessible to anyone with the link still while adding that Image it shows an error.



How to add image can you please suggest.

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Francis Casino

Zendesk Customer Care

Hello Zaffar - I have created a ticket to check and test this further. 

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The documentation states that there are plans to support passing variables to linked answers, is there any timeframe for when this will be supported?

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Destiny

Zendesk Customer Care

Hi German,
 
Thanks for getting in touch.
 
I understand you're inquiring about the availability of passing variables to linked answers. 
 
Upon reviewing the mentioned article, I didn't notice any documentation outlining that particular limitation. Could you provide further details about your specific needs? 
 
As it stands, you can utilize variables as placeholders currently, and more details can be found here: https://support.zendesk.com/hc/en-us/articles/5480101976218-Using-variables-to-personalize-bot-answers. Is this the functionality you're seeking? If it doesn't align with your requirements, please elaborate on your use case, and I'll be glad to assist you further. Thank you.

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Gin Atkins

Zendesk Product Manager

Hi German,
Yes you can use variables across linked answers - we refer to this as having made variables global within one bot. This was released recently - you can find the public facing announcement, and more information here.
Hope this helps!
Thanks

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Hi @... and Zendesk  people,

Please consider making an upgrade in the “Branch by condition” step 💡

When we look for a dropdown custom field, it is SO tedious and time consuming to have to go look at the field in admin and copy/paste the tag in the value field.

Would it be possible to consider, if variable is a dropdown field, to offer a dropdown of the values/tags here ?

It would make the bot builder much more fast to set up !

Thank you for considering.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Max!

 

Thanks for the feedback.  I advise you to provide your feedback on our community where our Developers and product managers can see. 

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 

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I tried reading through all the comments but not sure I found anything that already answers this question. In the current Zendesk chat with Zendesk support team, there are 3 options for “Ask if question resolved” 

 

When creating my answers, I'm not able to add a third option. A lot of our customers will ask the bot a question, receive an answer, and when asked if it was resolved, click “No, I still need help”. However, the follow-up question is completely unrelated. This is adding to “Unresolved” conversations/answers, when really the answer the bot gave did give the customer an automated resolution. How can we have the same flow as the Zendesk bot? 

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Jourdin Binning  They use an Advanced AI ( Ultimate) bot that has a different set of features. In your case, I would suggest that to add an option, add an additional step in the flow that will prompt the users if they still have other questions.

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Hi team! I have a question! I am trying to use Make API call option to generate a ticket, but I am constantly getting Error: 401  Unauthorised call. I can submit API calls and create tickets without issues using powershell with the same details.

 

I cannot find any details on what I could be doing wrong.

 

I have connection setup with the main admin account as user API key as password.

 

I have json ready:

When I hit Make API Call regardless of what I do I get ERROR: 401 Unauthorised Call

 

 

Could someone help with any tips?

 

Thanks,

Helvi

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Helvijs Vigners  make sure to use use `admin@email/token` as a user

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Thanks AntonMi - That did not work for me. 

 

I went into Admin > Apps & Integrations > Connections 

 

Started a new connection and selected Basic Authentication.

I added 

username: admin@email.com

Password: ZendeskAPIToken (tried a couple).

 

I tried a Bearer but that did not work either. 🥲

 

Am I missing something else? I am so sorry! I keep getting Error: 401 Unauthorised call.

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Hi Helvijs Vigners 

try 

username: admin@email.com/token

password: API-token

 

example:

username: anton@company.com/token

Password: Xapg12eJ15I4HRTGkj3

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Thank you so much! :) That worked! Anton Verhelst 

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Jennifer Rowe

Zendesk Documentation Team

Thank you Anton M. and Anton Verhelst for helping here!

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Thank you for all the help before! 💪

One final thing: I am unable to find a way to get and set a variable up for attachments that get uploaded via bot to pass the ID or URL via API. Is there a way to get that somehow? 

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Just to confirm: Transfer to Agent is the only answer step type that creates a ticket, is that right? So I should use it whether we're online (and will have a chat) or offline (and will reply to them later during business hours).

 

(I've just realized last week that I was potentially leaving people hanging by asking them to leave their name & email address and we would get back to them… but without having a step to create a ticket!! Thankfully our volume is low.)

 

 

Follow-up question: Using the “ask for details” step before “transfer to agent” means that a ticket will NOT be created until/unless they enter their details, is that right? 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Nikki Goodson ,

Yes, you are correct. You'd need the ‘transfer to an agent’ step in order to create a ticket:

Transfer to an agent is an end step, which means it is the last step in the conversation, and you cannot add any more steps after it. As part of this step – unseen by the customer – a ticket is created, which includes their conversation history to help the agent address the issue.

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Nikki Goodson  You could create an API ticket based on the fields you have captured. I did that with the help of this community 🖤: 

You need to gather the details in the Bot answer and then using a connection send a JSON to your zendesk API target URL.

https://support.zendesk.com/hc/en-us/articles/4408836323738/comments/7529927074970

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Dainne Kiara Lucena-Laxamana 

Thank you! And would you confirm the second question as well? If I use the “ask for details” to obtain name and email address just before “transfer to agent” … but they don't want to provide them for privacy or for whatever reason, it wouldn't create a ticket without them entering SOMETHING to through that step, is that right?

 

Helvijs, thanks for responding. I haven't done anything with the API target URL yet - seems a bit complicated for my needs and time available (I'm a one-person support team!) but also, I'm not sure I see what add'l benefit you're achieving? How is that different from using the “Transfer to Agent” step? Is it just cleaner on their side so that it doesn't look like they might be getting a chat agent when they won't (outside biz hours)?

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This article says “Text and multi-line custom fields are currently supported.” in the Transfer to agent step, but I don't see the multi-line custom field I created as an option to add.

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Hi, I would like to know if we have a deadline to make the node “Ask for details” on social media?

Note: Currently, this step is not supported in social messaging channels.
 

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Oops! You have an inconsistency in the examples, and I was considering exactly this thing, which is why I noticed it!

 

  1. Under “Ask if Question Resolved,” you state that this step cannot be the first step in an answer.
  2. Under “Link to Another Answer," you provide an example where you could set up the “Ask if Question Resolved” as the first step in an answer. 

 

I thought that #2 was a mistake, but when I just tried to create a new Answer, it did let me put “Ask if Question Resolved” as the first step (well, I could save it. I didn't try publishing.) - so maybe #1 is outdated?

 

Also, if you DO use example #2, I would not give “Restart the Conversation” as one of the options, b/c the start of THAT conversation is simple “Was this resolved?” which is not very helpful. :) 

 

For that reason, this is how I've been ending my threads:

 

At the end of an answer, I ask if it was helpful. If yes, I terminate the thread. If no, I suggest that they can rephrase, OR start this conversation over, OR get help from a human. Then, I have a separate Answer for “talk to a human” where I can use a conditional branching based on business hours.

 

Hope this helps someone!

 

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Hello same as helder.custodio , do we know if soon it's going to be able to capture data also on Social (whatsapp, facebook) bots without having to use SunCo ? Seems like a huge limitation. Thank you

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I would like to confirm, it is not possible to include a ‘multi-select’ custom field in the ‘Ask for Details’ step type.

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Hi, wanted to check if I can create an email ticket through the bot.

 

The bot should close the messaging conversation and create an email ticket and transfer it to a specific queue.

 

Let me know how this can be done. Try doing it via API but unable to proceed

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