Issue symptoms
I changed my Zendesk bot, but the changes aren't showing in social media channels or web widget. The bot still show the old Zendesk bot flow.
Resolution steps
It is expected for social media channels to still show the old Zendesk bot flow when you test the new Zendesk bot flow in a previous conversation.
For example, if you're testing the Zendesk bot in a WhatsApp channel, you must close any previously open interaction to be able to see the new bot flow. Delete the WhatsApp conversation from your mobile device to start a new conversation where the new flow will be applied.
For web widget users, any update in the bot will be shown when the end user session has been refreshed or a new ticket has been created by the end user after the bot update.
This applies for JWT authenticated users too, if a change has been done, the new bot will be presented after a ticket has been created by the end user, as JWT authenticated users can't alter the session by removing cache and cookies.
For more information, see these articles:
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