Zendesk and chatbot functionality


  • Jessie Schutz
    Zendesk team member

    Hey Bart!

    I imagine that's going to depend on what chat client you're using...are you using Zendesk Chat, or something else?

  • Bart Brosens

    Hi Jessie,

    we are using zendesk chat yes.  right now, we are looking into IBM Watson.  But I was wondering if anyone had any experience with other chatbots

  • Jessie Schutz
    Zendesk team member

    Thanks for the info! Hopefully there are some others in the Community who have experience with this who can help. I'll check with our Moderators, as well. :)

  • Andrew J
    Community Moderator

    In Zendesk Chat you can make shortcuts and triggers that include multichoice questions - depending what you are after you could possibly use this to create controlled questions and trigger some answers.  I'm going to give it a try for one of my sites too :)

  • Chih Ping Huang

    Hi! We also have a question here. 
    We are also trying to implement a chatbot for a marketing campaign on Facebook messenger, but we've integrated messenger for customer service with zendesk, too.

    We estimate that there will be hundreds of messages from chatbot that may paralyze our customer service using zendesk.


    Are there any automation settings, which can help us to archive these chatbot conversation? 

  • Keith @ Zendesk

    Hey Chin,

    So long as you have the ability to have Tickets created from the Chats, the best we have for archiving are the Tickets that will be created from your Facebook Chats.  Here's our documentation:


    Hope that helps!

  • Prasand

    Hi Bart, have you tried workativ's chatbot for Zendesk users? Workativ is a conversational ai and workflow automation platform that helps you build chatbot, connect with Zendesk and 70+ other apps, use pre-built workflows like create ticket in Zendesk etc, deploy your bot on MS Teams or slack or chat widget easily in minutes.
    Check here: https://www.zendesk.com/apps/support/workativ-assistant


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