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This article describes functionality available
only to customers who had a drafted or published AI agent as of February 2, 2025. For
information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.
You can use bot builder to create answers for your AI agents for messaging, giving your customers the opportunity to self-serve their support issues before connecting with agents. This article introduces the bot builder UI and basic functionality. For information about working with bot builder, see Building an AI agent for messaging using answers.
Bot builder is the tool you use to create answers for your AI agent for messaging. Bot builder lets you control how the AI agent behaves in response to customer input.
Each bot builder component plays an important role in building an answer:
- Header, which appears at the top of the screen, above the flow. In the header, you'll find breadcrumbs for the answer's AI agent as well as the Preview and Done buttons.
- Flow, your answer represented in a decision tree format. The flow is a series of connected steps representing the interaction the AI agent can have with a customer. You can select a step to configure the AI agent's responses, and add steps to the answer. The navigation controls at the bottom of the flow allow you to zoom in and out of the answer, or pan to areas in the answer. You can also pinch to zoom using a touchpad or touch screen.
-
Configuration panel, where you can customize each step in your answer. The
appearance of this panel changes based on what type of AI agent step you're working on.
- Answer builder (shown above), displayed when you initially create an answer, and when you select the top step in the answer. Here, you can configure your answer intent, and work with your question variations.
- Configuration tab, which appears when you select a step to the answer, or add a new step to an answer. Here, you can select the type of step you want to add to your answer, add and edit automated messages, and build lists of options for your customers to choose from. For detailed information on these step types, including usage and configuration rules, visual examples of the steps in the bot builder, and how each appears to your customers in a Web Widget, see Understanding AI agent step types.
- Preview tab, for previewing the customer experience created by the answer, before releasing it to your customers. Click the Preview tab in the Configuration panel to view.
145 comments
Amie Brennan (SuccessCX)
hey 8441513234330
It's 10 mins by default. However there is a new feature which allows customer to start more then 1 convo for additional queries. It's called the multi-conversation feature. I'd recommend turning this on if you haven't as it sounds exactly like what you're looking for here.
Check out the guide here: https://support.zendesk.com/hc/en-us/articles/8008427696410-Allowing-multiple-messaging-conversations
Hope this helps. :)
0
Mohammed CW
What is the duration for which the chatbot remains inactive for a customer after they have submitted a query? Currently, once a query is placed, the customer is unable to interact with the chatbot again for any additional queries.
0
Amie Brennan (SuccessCX)
Hey 7921828160922,
You'll need to create a simple text field and add it in to the bot flow for a user to describe the issue and it be populates into a custom field.
Multiline fields are not accepts in the bot flows yet (from memory) hence why you need to use a custom text field for this.
Hope this helps. :)
0
Austin Pape
Hi,
Working on a chat bot. I need the user(customer) to be able to describe an issue, and the bot save the described issue in a custom field that i can use to auto populate a ticket. How would i go about this?
0
Taylor collins
Requesting a feature that I've seen many other uses ask about but I've not seen a clear answer for yet:
When configuring a bot, there needs to be a conditional step for "If agents available", where the bot easily knows what to do if the team is offline/at capacity or not by routing tickets to email.
This is something we had in the classic web widget that seems to be a mystery now.
0
Fatima
Hello!
I was wondering if there's a way in which I can include the link of an article that can be useful for an online article within a Bot Message.
0
Javier DM
La respuesta a este comentario era la siguiente:
0
Javier DM
Un saludo!
0
Jakub
Desgraciadamente, a día de hoy no existe una opción que permita exportar las respuestas del generador de flujos. He marcado esta conversación como comentarios sobre el producto para su revisión, lo que significa que tu aportación se agregará como parte de nuestro programa La voz del cliente, que proporciona comentarios de los clientes a nuestros equipos de desarrollo de productos.
Además, te animo a que crees una nueva publicación en la sección de Comentarios generales sobre el producto:
https://support.zendesk.com/hc/en-us/community/topics/200132066-General-Product-Feedback-
0
Norauto Argentina
Es posible poder exportar todo el journing de un bot para analizarlo con alguna herramienta grafica?
Poder descargarlo con archivo para editarlo por ej.
0
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