This functionality is part of AI agents.
Zendesk's messaging capability gives you the option to use a conversational bot to help your customers self-solve their own support requests, letting your agents focus on the more complex issues. You can rely on the fully-functional default bot configuration, or use bot builder, Zendesk's proprietary drag-and-drop tool for creating conversational bots. Both can be used in your web, mobile, and social messaging channels.
Because bots can be used across multiple channels, locating all of the related documentation can be a challenge. In this article, we'll provide links to all of the relevant information available in our help center and developer documentation.
This article contains the following sections:
Getting started
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Bot basics
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About bot builder
Building a bot
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Working with languages
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Best practices and recipes
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