Understanding automated bot response behaviors

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14 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?

    5
  • 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.

    2
  • 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
    Zendesk Engineering
    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! 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
    Zendesk Engineering
    @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.
    0
  • Aashley Malsbury

    Dane, 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. 

     

    0
  • 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
  • Karla McCartney-Brown

    Hi! Is there a way to duplicate a workflow and copy this into a new bot automation?

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Karla McCartney-Brown!

    At the moment it's not possible yet to be able to duplicate & copy a flow. A feature request has already been created for it which you can check out: Ability to copy and backup bot flows and steps.

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    1
  • Kinshuk Dey

    Hey,

    The feedback flow pops up automatically even though the customer is not feeding any input in the chatbot. I am attaching a screenshot for reference. I want the feedback to pop up only after any article recommendation or any question asked by the customer in the answer bot widget.

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Kinshuk Dey

    This boils down to how you set up the Flow. Based on the screenshot you provided, you added several "send a message" steps in your Flow. That is why it's sending multiple messages. I also see that the "No I would like to drop my concern here" is a manually typed message and not a selection in your Flow, which explains why the bot clarified what your concern is. 

    I would suggest refining your current flow to check if they need assistance first before sending another message, and so on. This article would also be helpful in setting that up: Using Flow Builder to create bot flows

    0
  • Paul McCabe

    What messaging channels can a bot be connected to? Can you use a bot to respond to messages from social channels such as Facebook Messenger or Instagram DMs?

    0
  • Beto
    Zendesk Customer Care

    Hello Paul, thank you for your question!

    As of now, this is not possible just yet. But we have plans of adding the Bot functionalities to social channels, as you mentioned. In fact, we have an Early Access Program (EAP) that you can be a part of by reviewing this article here: Flow Builder support for social messaging (Early Access Program).

    We would love your feedback!

    0

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