In recent weeks we've rolled out new, advanced automation capabilities that make it easy for your teams to spin up bots in minutes, right out of the box.
In this article, we’ll introduce the following new features:
You can also watch the following video for an introduction to these features:
Improved bot building experience
We’ve introduced an improved bot experience to help teams build smarter bots with less effort.
With this new experience, admins no longer have to maintain a single, long and complex flow. You’ll have the ability to create separate answers the bot can use to address individual customer topics. When a customer requests assistance, the bot goes to work by matching and delivering relevant answers to customer questions before an agent gets involved.
This new experience also allows admins to train their bot by adding common phrases customers may use to describe their intent to ensure the bot matches incoming questions to the right answer, every time.
You also have more control over how you greet your customers by quickly making changes or highlighting seasonal topics.
This new bot building began rolling out on May 31, 2022, and will be available to all customers within two weeks. See Building a bot using answers.
Connect bots to external systems
We’re adding a new, powerful step type to Flow Builder to allow you to connect your bot to external systems. Admins will be able to configure a Make an API call step that allows your bot to surface data, like subscription ID or order status, into a bot’s response that is stored from an external system, such as an internal CRM or an enterprise resource planning product. It can also be used to send events, such as emitting events to Google Analytics or Pendo.
This feature is available now. See Using the Make an API call step in Flow Builder.
Flow Builder for social channels
Flow Builder is expanding beyond our native messaging capability, allowing you to add your conversational bot to the third party social channels you’ve connected to your Zendesk account, including Facebook Messenger, Whatsapp, Instagram Direct, Twitter DM, and WeChat.
You can connect your social channels to a bot in a number of ways:
- Add a live, published bot with a single click
- Publish an existing but currently unused bot to those channels
- Create a new bot specifically for your social channels
This feature is now available. See Using Flow Builder to create a social messaging bot.While we’re completing development of these features, start creating your own conversational bot with Flow Builder. See Using Flow Builder to create bot flows.