Building a bot using answers

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26 Comments

  • Jonathan

    Hello!

    I want to ask about the feedback flow question : "Was this helpful?" which previously available in the flow builder is now missing. 

    How can I enable the feedback flow again in the flow builder?

    Thanks!

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  • Lisa Tam
    Zendesk Product Manager

    Hey Jonathan. We are making changes to the feedback step, making it configurable. This will be implemented in 2 phases:

    • With the first release (June 1, 2022), the unconfigurable feedback flow has been removed. You can create a new feedback step by adding a Present options step type and configuring which options are available to them depending on their feedback.
    • The second release (July, 2022) adds the feedback request as a configurable step type.

    You can find more information on what's changed in this Help Centre article

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  • James Molina (ENVOY)

    I don't see the option to configure intents anywhere on my existing bot/ flow or if I create a new one.  I see the note that it is not available for previous bots but I also don't see the option if I create a new bot. 

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  • Dane
    Zendesk Engineering
    Hi James,
     
    As discussed on your submitted ticket, and based on the launch date and duration on this article, please wait for two weeks if it's still not available on your account. Don't hesitate to contact us directly if the same issue persisted after two weeks.
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  • Luiz Henrique

    Hello, I would like to know how to end a flow, before I had at the end of each branch a "Was this helpful?" but now it doesn't show up and I can't publish my bot. thanks

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  • Dane
    Zendesk Engineering
    Hi Luiz,
     
    It seems that every blank step now will automatically have that option. 
     

     
    Can you try it on your end, if in case you are still not able to save it, feel free to contact our support directly.
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  • Lisa Tam
    Zendesk Product Manager

    Hi Luiz, 

    The feedback flow has been removed as we will be replacing this with a configurable feedback step in the near future. If you wish to replicate this step, you can manually add a Present options step type and configure which options are available to them depending on their feedback.

    You can find more information on this and what else has changed in this Help Centre article

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  • Shayan Moussawi

    Unfortunately the new bot building experience is lacking substantial functionality to work with multiple languages.

    Even when automatic translations are enabled, Greeting messages are not translated, intent options are not translated either. 
    This causes a really inconsistent experience for multi-lingual customers.

     

     

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  • Lisa Tam
    Zendesk Product Manager

    Hi Shayan Moussawi

    Greetings messages should be translated if you have auto-translation enabled. What you're describing there sounds like there could be a bug. Please raise a ticket with our Advocate team so we can investigate and get that resolved.

    Thanks

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  • Daniel Velasque

    Hello Team Zendesk.
    It would be very, very good if you consider allowing rich text in the Message step, as requested by a colleague in the community (https://support.zendesk.com/hc/en-us/community/posts/4672750330778-Request-for -Enrich-text-on-chat-bot-messages-like-bold-underline-highlight-or-the-possibility-of-including-images-hyperlinks-videos-etc-for-all-suites?page=1#community_comment_4685841766810 )

    Today it is not possible to bold or underline words, or put a hyperlink instead of a literal link.
    It would be a great improvement that today the competition has it, but Zendezk does not.
    Cheers!
    Daniel.

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  • Milton L

    One thing that's a little unclear is if the phrase used for intent is purely used for classification only or if it's also recognised by the bot when an end-user searches.

    e.g. In the example you give where you'd use "Request a refund" as the intent, would you also need the same phrase to be included in the "Other ways to ask" list?

    1
  • Gladys González

    Deseo cambiar el orden de la respuesta. No hay manera hay un criterio que desconozco. Quisiéramos este orden:

    No hay manera de colocar el orden de aparición que uno desea. Cual es el criterio? Puedes agregar la funcionalidad para poder ordenar las respuestas.

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  • Dane
    Zendesk Engineering
    Hi Milton,
     
    The phrase used for the intent is not only for classification but it's also being used by the bot for the actual search.
     
    Hope this helps!
    1
  • Luhung

    hi team.. I'm very happy with this answer bot update because it can handle more complex questions when the user writes a question even though it depends on the question we set in each intent..

    but I'm a bit confused by the response from the answer bot when the question written by the user is not understood by the answer bot because I found 3 different answers when I tried it..

    1. the answer from the bot will display the answer "I didn't get that. Try rephrasing your question or start over."
    2. the bot will enter one of the question flows (strange)
    3. the bot will try to contact the agent

    why bots can display 3 different answers when a user writes something the bot doesn't understand?

    2
  • Shayan Moussawi

    I really do like the new bot building experience. However the bot still needs to improve with recognizing intent, especially for longer messages.

    It seems that when the bot recognizes a match for two different intent options, the bot falls back to the article recommendation flow because it seems to have trouble deciding which intent is the better match.

    In my opinion there are two potential ways to solve this:
    1. Give customers the option between deciding which intent option to pick when there’s a conflict with a standard „differentiation flow“.

    2. Give Admins the option to configure ‚hard‘ words. Which should always take priority.
    For example if „XML“ is defined as a ‚hard word‘ for a certain intent. And the customer mentions this word in his message without any other hard words (but with words that could apply to different intents) the intent with the ‚hard word‘ being mentioned should take priority.

    Just allowing admins more control over how to train the bot would help a great deal

    1
  • Ashley Yau

    I wonder how auto-translate works for answers.

    The above article mentioned "You do not need to add training phrases in multiple languages." So even if customers reach out using traditional Chinese, will the bot still be able to translate it and provide "answers" accordingly? Thanks 

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  • Diogo Lessa

    Hi! I got curious if is there a limit of characters for the Displayed message and for an option in a step? I believe options ideally should be short. What are those limits?
    Thanks!

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  • Dane
    Zendesk Engineering
    Hi Diogo,
     
    The limit is 128 characters.
    1
  • Daniel Aron
    Zendesk Product Manager

    Hi Ashley, yes if automatic translations is enabled, the bot should still be able to provide answers when a user is speaking a language other than the language the flow is built in, provided it is one of the Answer Bot supported languages

     

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  • Diogo Lessa

    Hi Dane

    Is it for both, displayed messages and options? Thanks!

    0
  • Dane
    Zendesk Engineering
    Hi Diogo,

    I have updated the information previously provided and tested it directly. 
     
    For the message it is 4095 characters. While for the option, it is 60 characters. The 128 that I have previously provided was for the text field when transferring to agents. 
     

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  • Jen

    Hello, my apologies if this has been addressed. Just recently published our chat bot for the first time with separate intents created. We have an issue where it is triggering properly to live chat if we type "Agent" as set up but "agent" with the lower case sensitivity, the bot does not seem to recognize and trigger properly. It keeps starting from the chat tree on an unrelated issue.

    I have even created two separate intents/ answers, one for "Agent" and one for "agent" but the "agent" one never seems to work.

    Is there a resolution for this?

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  • Dane
    Zendesk Engineering
    Hi Jennifer,
     
    You can try to use "agent" or other words like "Live person" etc. on the Other Ways to Ask section of the intent.
     

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  • MatthewL

    Hi ZD Team,

    Sorry if I had missed out, is there any reporting tool in Explore to measure the performance of this function in specific? 

    So far, the default "Zendesk Answer Bot" report is more or less able track the Flow Builder Bot performance, so is there any reporting tools to track "Answer for a Bot" function?

    Please advice, TQ

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  • Lauren Stables

    Hi, is there an upload feature for ChatBot? 

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  • Tatjana Kuemmerle

    Hi, 

    I am using the chatbot for instagram. But he has many problem with the chatting/blablabla. 
    So the chatbot answers on "Story Markings" always with "I didn't get that. Try rephrasing your question or start over." - This is so confusing for the people. 

    Is it possible to configurate the "I didn't get that. Try rephrasing your question or start over."? 
    So when the chatbot can not answer he should not write a message, just create a ticket? 
    Is this possible? Or can we change the "I didn't get that. Try rephrasing your question or start over." message and personalize it? 
    We would love to use the chatbot for "real cases" - but we do not confuse the people... 

    Best regards, 
    Tatjana

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