Issue symptoms
I created a conversation bot, but when I attempt to publish it, I encounter at least one of the issues below.
- Conversation bots page shows the bot is not connected to any channels.
- Attempting to publish the bot results in the error: Bot couldn't be published. You need to turn on Agent Workspace and messaging first. If you've done this, refresh the page.
-
I don't see the Messaging option in Admin Center under Channels > Messaging and social > Messaging.
Resolution steps
The Zendesk Agent Workspace and messaging must be enabled to utilize the conversation bot. This step-by-step process will allow you to launch your conversation bot successfully.
1. Enable Zendesk Agent Workspace
Activate the Zendesk Agent Workspace by following the steps in this article: Activating and deactivating the Zendesk Agent Workspace.
2. Enable messaging
Enabling messaging at the account level by following the steps in this article: Why can't I migrate to messaging?
3. Create and publish the conversation bot
Conversation bots are part of AI Agents. AI-powered bots can automate and resolve your customers' issues. You can use AI-powered bot features like conversation flows to create predetermined flows using Zendesk's bot builder when building your bot. Also, enable generative replies in your conversation bot to generate answers to your customers' queries using your Zendesk knowledge base. To create a messaging bot, follow the instructions in this article: Creating a conversation bot for your web and mobile channels.
See the video for a guided walkthrough of how to create and publish a conversation bot: