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Managing third-party bots in Admin Center



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Aimee Spanier

Zendesk Documentation Team

Edited Jan 28, 2025


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5 comments

Hi,

 

i can´t find the related options, is this Third Party working without consuming MAU?

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Are multiple-bots supported in Zendesk (Answer bot along with third-party bot). The scenario:
  1. Both Zendesk AnswerBot and Third-Party bot are activated on the same Zendesk instance
  2. Zendesk AnswerBot can handover to Third-Party bot based on some user attribute (e.g. location)
  3. Third-Party bot handover to Zendesk AnswerBot based on some user attribute (e.g. loyalty level)

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Paolo

Zendesk Engineering

Hi John,
 
Let me address your questions below:
  1. Both Zendesk AnswerBot and Third-Party bot are activated on the same Zendesk instance
    This is possible but we cannot guarantee that it will work. It will depend on how the third-party bot was built. The third-party bot must be compatible with our native bot.
     
  2. Zendesk AnswerBot can handover to Third-Party bot based on some user attribute (e.g. location)
    Unfortunately, this is not a function available in our native bot. Our bot can only hand over the conversation to an Agent. Unless the third-party bot developer can add a bot that will be considered an "Agent" by the system, then it might be possible.
     
  3. Third-Party bot handover to Zendesk AnswerBot based on some user attribute (e.g. loyalty level)
    This is not natively possible but if you are going to build your own bot by using Sunshine Conversations, it could be possible.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Are there any thoughts towards allowing multiple third-party bots? We use multiple Brands and want to leverage different bots instances across those.

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Paolo

Zendesk Engineering

Hi Alex,
 
As of now, unfortunately, it is not in the pipeline since having multiple third-party bots will have a negative effect in the UI.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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