Announced on | Rollout starts | Rollout ends |
Feb 7, 2024 | Feb 5, 2024 | Feb 7, 2024 |
We’re happy to announce that we’ve improved the conversational bot settings and setup experience, making it easier for you to make updates to your bot. Where settings and setup configuration used to be split into two areas, we have now consolidated these to all live in the same space within the bot admin center. We have also updated the TestBot to reflect changes made to your bot configuration without needing to publish first.
This will make managing Zendesk bots easier, reducing time spent testing and optimizing.
This announcement includes the following topics:
What's changing and why?
Previously, bot configuration was split between the Settings tab accessed through the main bots menu, and a second screen after you clicked the bot itself. These have now been consolidated so that all configuration for a single bot is accessed once you click on the main bot page.
A Settings tab has been added to the bot configuration screen, and what was previously the Setup tab is now the Behavior tab. The content of these pages hasn't changed just their names and location.
In addition, changes made in the Settings tab were not reflected in the TestBot until the bot was published. This was inconsistent with changes to the Setup configuration, which was reflected in the TestBot. This inconsistency was confusing, and made it difficult for admins to test some of their changes without propagating those changes out to all end users.
Now, all bot configuration changes will be saved and reflected in the TestBot experience prior to publishing, and will only be shown to end users after publishing.
Why is Zendesk making this change?
The previous Bots configuration experience was designed when bots were less mature, with fewer configuration parameters. As we continue to invest in bots and build out their capabilities, the previous experience is no longer fit for purpose. We had received feedback that admins found the former experience confusing and hard to navigate, ultimately slowing down their ability to test and manage their bots efficiently.
With these changes, we are able to simplify and improve Bot management efficiency for admins.
What do I need to do?
No action is required. This change does not impact any existing or new bot configurations, but you will now see the new consolidated conversation bot settings layout in your Admin Center. See Viewing and editing general bot settings and Managing languages in a conversation bot for examples of these changes.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.