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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
Lisa Tam
Hi Evan McGivern
Contained bot conversations can't be viewed today but we are planning to make this available later in the year. You can find more details about it in this post.
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Mike DR
Have you tried cloning the bot then linking it to the other org's channel?
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但木
Dear Zendesk team.
Can the flow that I am using inside an organization (flowbuider) be copy-pasted (automatically transferred) to another one of my organizations? supposing I do not have to build everything all over again.
Thanks.
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Ivan Miquiabas
Thanks for reaching out to our Community Forum!
The default limit would be 1000 steps, but our Devs are thinking of increasing it from 1000 to 2000 steps as what this post talks about. Hope that helps!
Cheers!
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Guilherme Ferreira
Gostaria de saber qual é o limite de fluxos que consigo criar para o mesmo Bot, frizando que não seria a quintidade de etapas que posso ter dentro de um fluxo e sim a quantidade de fluxos disitintos que poço ter.
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Dália Santos
Os canais de Whatsapp e Instagram (redes sociais no geral) não capturam dados conforme descrito no artigo Uso do criador de bots para criar um bot para conversas por redes sociais.
A consulta da chamada de API em redes sociais funciona apenas para entregar uma informação externa, como no exemplo que eu mencionei no meu comentário anterior.
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Byanca Siqueira - ETEG
Olá, Dália.
A configuração do bot que estou utilizando está exatamente igual à receita enviada acima, porém ele não executa a chamada de API nos canais de WhatsApp e Instagram. Ele assume o fluxo de "Falha na chamada de API" antes mesmo do cliente digitar o dado para consulta (CPF).
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Dália Santos
sim, bots de redes sociais podem utilizar a etapa de chamada de API, porém eles não podem coletar dados em Peça detalhes.
Você pode utilizar esta etapa para coletar dados externos como por exemplo a receita que temos neste artigo Receita de mensagens: obtenção de dados externos com um bot de mensagens.
Espero que ajude!
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Byanca Siqueira - ETEG
Olá,
Eu consigo fazer chamada de API no Flow Builder para os canais WhatsApp e Instagram?
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Francis Casino
The bot builder serves as the essential tool through which you craft responses for your conversations, incorporate training phrases, define answers and steps, and ultimately launch your conversational experiences. Every answer-centric flow you design for your bot is constructed within the bot builder.
If you encounter any difficulties accessing the bot builder, I recommend referring to the instructional video provided in this article. The video resource will assist you in resolving any issues related to accessing the bot builder effectively.
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