Designing a conversation bot using answers

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  • Daniel Velasque

    We have noticed that the flow does not start if you receive an image or a voice message as the first message from the client.
    Many people do not start a conversation flow by writing a text that says "hello" or another text, they directly send an audio or an image. It would be great if the flow would start automatically when faced with these non-text events. Is it possible to have that improvement?
    Agurated your comments to know what to respond to my clients.

  • Tony
    Zendesk Customer Care
    Hi Daniel,
    thank you very much for your suggestion. I assure you, your feedback is heard, and our team will have a look at it.
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hello Team, we do have different kind of customers (based on class eg., a,b, & c). Is there a way or chance that this Zendesk native bot can identify that?

    First thing is the Intent but can't see anywhere if there's like a condition where to set if the customer is for example a VIP. 

  • Dane
    Zendesk Engineering
    Hi Jahn,
    The bot does not have the capability to determine any form of customer type or tags. You can utilize tags in Flow Builder so that once the ticket has been created on the Transfer to Agent steps, you can use the appropriate triggers that can help with your use case. But if your main goal is to sort customers on the actual Flow Builder, it's not possible.
  • Marcin Rogalski

    We just setup a bot. And this enabled messaging for our site. Though previously we were using Chat and Support. So if we were online, customers had the Chat option and we could converse. Though after hours or if not online, they were presented with help and created a ticket for an email. We could then respond in the ticket system or through emails once available.

    Now with Answer Bot, I don't see a workflow to allow the customer to be transferred to email support. It just hangs on transferring you to an agent. And they wait indefinitely. How do we creat the flow to let the bot chat us if available or tell them we'll get back to them? 

    I see your Z Bot does this. Tells us it take 1 to 2 day to respond. I don't know if this is also dynamic so if we're online.

    We did already check and made sure our agents were offline in our support.


  • Tana

    Is there a way to have an answer recommend other answers similar to how the fallback standard response works? I don't want to have to build entire flows when an answer is already created for that particular flow, I just want to push users towards self-serving instead of using generic responses to be pushed to our messaging.

  • Christian de Heij

    Hi, we have a private knowledge base, only accessible by our customers.

    Why can't I use knowledge articles within the bot? As we don't want to have our knowledge base worldwide available.


  • Korisnička podrška (Igor)


    Could I set up working hours for chat bot?

    Lets say every day 00-08 hours when there is no agent online.

  • Max

    Hey there, so I have 2 questions :

    1. Information collecting fields : it would be nice to be able to make them mandatory o no. As in I give the customer the option to give more details, but he can just fill the mandatory ones if he wants (basically same behaviour as in the web form)

    2. I would love to activate the option where the "assistant/bot" recommends articles from the helpcenter based on what a customer is typing, however, it doesn't send a "Were these articles helpful? YES/NO" message, so after offering some articles, it's like the conversation ended if the customer doesn't risk himself typing something.. how to avoid that ?

    Thanks a lot

  • Julio H
    Zendesk Customer Care
    Hi Marcin,

    In the Agent Workspace, the tickets created via Messaging are multi-channel, this means that you can change the channel of the Messaging ticket to reach out the customer. 

    To achieve this, you need to ask the name and email when transferring the end user to an agent, using the Ask for details step. 

    You can do this even if the customer is requesting to be transferred to an agent outside business hours. 

    For example, you can create a step with the Business hours step, this will allow you to transfer the customer when open and when closed, so when you have agents online (open), the bot will transfer the customer to an online agent, if you do not have agents online (closed) you can show a custom message to the customer and indicate that you are not available at the moment and we will contact you via email as soon as possible. 

    For more information, please review: Understanding answer flow step types

  • Nurlan Safarov


    When conversation ends with transferto agent , after that bot doesnt response anything. How i can fix this ?


  • Azat Faezov

    I have 100 answers. And I want to add the same scenario (begins with "Was this helpful" block) in each of 100 answers. What is the best way to do it if I can't copying and pasting steps between answers?

  • Viktor Osetrov
    Zendesk Customer Care
    Hello Azat,

    At this moment we can only suggest using Copy this and following steps option to simplify your Flow Builder workaround.  


  • Jeremy

    I have found that since moving to the new messaging widget with FlowBuilder that AnswerBot barely works at all. In fact, I'll ask a question that is completely unrelated to any of the bots or training questions I've configured and it seems to pick a random bot to dump the customer into. Not a great experience. Is the solution the imagine the infinite number of bots I need to create or is there a way to get AnswerBot to help fill in the gaps?

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hello team,
    If I configure "If the bot can't understand a question" response, when will "If there's no relevant answer" response be triggered?

  • Nico V


    I have a chatbot for my website.

    I made:
    - answer A for first arrival on home page
    tree branches 1, 2, 3,

    - answer B for general use
    tree branches 1, 3, 4, 6

    - answer C when the customer visit cancellation policy
    tree branches 6

    It would be useful to use same "branch" for branch 1 in Answer A and B
    It would be useful to allow branch transfers from B to C in case of cancellation.

    Having same text on multiple answers allow for errors like having outdated information on one area but not the other.

    What solution do you recommend?

  • Gwyn Mabo

    We have the exact same issue Jeremy

    We've raised with our account manager, but in the meantime it means we aren't able to switch this feature on!

  • Raphaël saclé

    Can we use this bot in the unified ioS SDK ? if so how ?

  • Blazer, Victoria A

    We've hit the 2K steps ceiling but need to add more steps / answers. Is there a way to count the number of steps in each answer without having to manually count them individually? Thanks!

  • Paolo
    Zendesk Engineering
    Hi Blazer, Victoria A.

    Unfortunately, we do not have a way in the UI to show the number of steps in the bot. 
    However, we do have a trick (which would still require some manual work) to see the number of nodes in the Javascript network inspector, specifically the first graphql. To get this, go to your bot Flow Builder, Click the three dots at the upper right corner of your browser, then go to More Tools > Developer Tools > Network tab

  • Lisa Tam
    Zendesk Product Manager

    Ahmed Zaid "If the bot can't understand a question" clarification response will occur once, and if an answer can't be found after the end-user has clarified their question, then the "If there's no relevant answer" will be triggered.

    Jeremy Gwyn Mabo Have you tried following these best practices when adding training phrases to the answers? This should improve the quality of question-answer match performance.

    Blazer, Victoria A We have an update coming soon displaying the number of steps on the flow canvas. Longer term we will look to optimise our services and increase the step limit.

  • Gwyn Mabo

    Hi Lisa, thanks and yes we have! No matter how good the training phrases are, if the end user types something in, it puts them into a random unrelated flow. Zendesk have acknowledged that there's something going wrong, but haven't fixed it yet.

  • Hi

    I agree with Raphaël Péguet - The answers seem to be offered in the order that they were created. I can't find any mention of this apart from:

    Answers are added to your conversation bot from the Answers tab on the bot’s edit page. The order answers are listed does not impact how they are received by your customers.

    I'm not sure I understand this comment. It would be great if we could simply order the answers in the setup tab under Suggest answers (up to 10) section. Unfortunately, to get the order I want, I have to recreate the entire bot and answers (we have multiple) to simply re-order how they appear to an end user....I think you can agree how bad this experience is.

    Also, testing the bot needs lots of work. As far as I can tell, if you are not using messaging for brands that are currently using the classic web widget, there is no way to test the bot. Preview doesn't cut it and having to create a brand to test is very frustrating, especially if you have article steps in the flow that offer articles that are not in the new 'test' Brand. You have to go back and select articles that are in the test Brand...which we have LOTS! Again, terrible experience.

    Bots still needs a lot of work.

  • Marcin Miodek

    Hi, I can't see any mention of the "training phrases" in the chatbot builder. Is this removed in newer versions? 

  • Maria Mendez

    Hi @...

    I created 3 Answers to my Bot.

    Is there a way to call another Answer in one of them? Is this way I can have separately the answer branch object.

    For example: Out of office hours:

    Yes: Out of Office Branch 

    No: Normal Business Hours Branch 




  • Carl McDowell
    Zendesk Customer Care
    Hi Maria,
    I've turned your question into a support ticket, as I think it will help to know a bit more about your use case and then we can help figure out the best way to set everything up for your account.
  • Nikki Goodson

    What I'd really like is a way for there to be "blocks" that I can reuse or reference w/o needing to copy/paste them. (Even better if they're dynamic and I can make an edit in one place to update all of them.)

    Is there a way to change the default messages for the "ask if question resolved" step type. The default "Great, knowledge is power. You can ask me another question at any time." doesn't really fit our tone, so I'm editing it over and over each time I add it.

  • Dane
    Zendesk Engineering
    Hi Nikki,
    It pertains to pasting it to another flow which is currently not available.
    The blocks that you are pertaining is definitely a good feature to have for it will make bot creation more efficient. Would you mind posting your use case to our Feedback on Support topic? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
  • Viachaslau Skorbezh

    Nikki Goodson Dane I support this feature request and here suggested an analog of Guide's content block but in builder. 

  • Nikki Goodson

    Thanks Viachaslau Skorbezh - I added my use case & upvoted.


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