Understanding the out-of-the-box bot behaviors

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8 Comments

  • Aashley Malsbury

    I'd like to edit the fallback flow to allow transfer directly to an agent if the customer indicates "no, I still need help". Is this possible?

    2
  • Erkin Yaşar

    I would like to edit the language used in fallback and feedback flow. Is there a way, I can change the language to a non supported one.

    0
  • Talal Naboulsi

    Am I able to edit the Answer Bot name? I can't seem to find a way to edit that on Messaging.

    0
  • Dane Adriano
    Hi,
     
    Thank you for being active in our Help Center.
     
     
    @Aashley
     
    This is definitely a good feature to have. However, it is by design to have the "Start Over" button in order to give an opportunity for the customer to search for other related resource and for the Answer Bot itself to filter out basic customer concerns. Once the "Start Over" option has been chosen, the option to "Talk to Human" will be available again.
     
    @Erkin
     
    Answer bot can only be used in languages specified in Languages supported in Answer Bot.

     

    @Talal
     
    Modifying the Answer Bot avatar and name can be done by the use of Zendesk Answer Bot API.
     
    Have a great day guys!
     
    Cheers,
    Dane
    Zendesk | Customer Advocate
    0
  • Talal Naboulsi

    Thanks Dane Adriano! I do believe that's only for the classic widget, right? 

    We're using Messaging, which that endpoint doesn't seem to cover. 

    0
  • Dane Adriano
    @Talal
     
    Thank you for pointing that one out. Sorry, I missed it. Upon checking, renaming Answer bot is not available. However, we are already working for a similar feature on which the Answer Bot name will adapt the name of your brand. We don't have an actual date yet for its launch. Please always keep an eye for it by checking our Zendesk updates page.
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  • Aashley Malsbury

    Dane Adriano, since this is an intended feature, I'd like to make it clear there is a significant use case for my request, particularly customers who are having trouble navigating answer bot in the chat widget, so please make this a feature request. 

     

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  • Shiyu Zhu
    Zendesk Product Manager

    Hi Talal Naboulsi

    If you visit the bot setting page, there should be an option for you to update the bot name (see attached screenshot).



    There isn't the ability to update the bot avatar today, this is something we are considering on our future roadmap. 

    0

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