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Creating answers for common customer questions in AI agents for messaging (Legacy)



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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71 comments

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Dane

Zendesk Engineering

If it's a proactive ticket with a bot builder flow in the end, it's not possible. How it's designed is the bot builder flow will come first to promote self service and transfer to an agent if it cannot be resolved.

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This feature is really good if used on live-chat messaging channels.

However, this feature becomes bad when used on messaging channels (WhatsApp, Facebook, Instagram, and X (Twitter).

Because the chat from the user must match what we registered in the training phrases.

*for example, if I have a template for end-users for marketing on social media (by clicking 1 button the end-user will be directed to my WhatsApp number & I have prepared a template for chatting on my WhatsApp).
The problem is: I have to register all the templates I create for marketing in training phrases, as well as character limitations in training phrases if the template I use is more than 255 characters.


Is there a setting to disable this feature?

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Paolo

Zendesk Engineering

Hi Ariya,
 
Just to clarify, you'd like to completely disable the bot feature or just the character limitation? The character limitation is hard-coded in the system, unfortunately, it can't be disabled. You can also choose on which channel do you want your bot to be connected. If the bot feature is bad for your social messaging channels, you may opt not to connect it. More information here: Publishing a bot to a channel.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Hi Paolo ,

I want end-user will direct to Options Step (In the picture) when they are Chat to our WhatsApp number/Social media. (Without knowing the training pharse).

Because when they chat to out WhatsApp number/social media (with the chat that is not we registered in training pharse), bot will trigger to "If the bot needs clarification" or "If there's no relevant answer"

Can we deactive training pharse?

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I have a question, i didnt put any training phrases on purpose, but the bot still recognizes and offers some answers. I have turned off offering of KB or answer suggestions. 

I have the answers named by the subject they are about but even so the bot is offering wrong answers. 

What makes the bot do this? 

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David

Zendesk Customer Care

@Victor Hristovski

The quick answer here is, even with no training specific phrases, the bot is still going to make an attempt to match the question with best known answers using the build-in natural language understanding capabilities. 
- this is by design to support even when explicit training data is low or non existent and is based on the system's ability to parse/interpret the content of the query and available answers.  

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The article mentions that it's possible to include up to 2000 steps in a response, but when I input around 1600 steps, the bot encounters a 503 error and can no longer be published. Is there any workaround for this? We're in trouble because we can't provide the service to our customers.

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Is the conversation bot able to know on which page (URL) of the product you are and exploit that info to display articles ? (Like “contextual help” used to do for web widget classic)

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+1 for Maxime Wozny's question on Contextual Help from Web Widget classic

Also, I have an article in my Help Centre but have not created an answer. I can't get the bot to reply with the article despite having it configured to recommend articles, do I need an answer for every article in the Help Centre? Or should it find the relevant article without the need to create an answer?

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Feedback: When I copy step (message) only copies the original “English” version the translation is not copied to the new step. It is frustrating for the user.

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The bot is not handling “Customer uploaded image”
How can I fix this to advise the client to let the bot know what's the attachment is about?

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