Option to replace AnswerBot Icon in Flowbuilder

Completed
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Simon

Community Moderator

Posted Jul 11, 2022

Option to replace AnswerBot Icon in Flowbuilder: 

Feature Request Summary: 

It would make sense to be able to personalize the AnswerBot icon in the Flowbuilder in the Messaging Widget.

Description/Use Cases: 

Enabling to further brand the visuals of the Flowbuilder and the Messaging Widget is a must-have. The current AnswerBot icon does not necessarily tell the end-user that it is a bot, and also makes it hard for admins to give the bot a branded personalization if wanted.

I'm suggesting one of the two options below:

  1. New setting in either the Flowbuilder settings or the Messaging widget settings:
    Upload field for the icon to replace the AnswerBot Icon
  2. Using the logo already enabled to upload on the Messaging Widget settings page, used in the header of the Widget.

For clarification on which icon I'm referencing, please check out the below screenshot:



Other necessary information or resources:

The only other option to achieve this, suggested by Zendesk, is to build a custom widget using SunCo and web messenger - which for us as Zendesk admins are overkill in my opinion.

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15 comments

      Official

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      Jon Ross

      Zendesk Product Manager

      Hi Everyone, thanks so much for your responses here and for providing this feedback. A few things to address:

      1.  To answer a question from Paul on this matter (and hopefully clarify the situation), Bot Persona will be available as an EAP very soon. This is an Advanced AI feature, which allows admins to adjust the tone of AI-generated responses. It does not enable the ability to customise the bot avatar. I understand the confusion though, since the graphic shows a custom bot avatar.
      2. We are thrilled to share that due to the feedback we have received, we are prioritising the ability for admins to customise the bot avatar and aim to deliver this feature in Q4. This will be available independently of advanced AI features.

      Thanks again for your feedback, we will follow up in this thread when the customised bot avatar feature is delivered.

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      Alex Garcia

      Does anyone know if a Custom Avatar was ever implemented or an updated timeline on when it might be?

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      Shawna James

      Hi everyone, thank you so much for adding your feedback here. I have reached out to the PM team for an update, I appreciate your patience. I also want to remind folks to be mindful of their comments in this community space; please ensure that we are keeping our words kind, and focusing feedback on personal use cases and added support for feature updates. We understand the pain points and frustrations experienced and appreciate your understanding as we look to help get answers to you. Thanks again for your feedback!

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      Shawna James

      Hi all, I wanted to make sure you saw this announcement today for the release of this feature. Thank you!

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      Lisa Tam

      Hey Simon,

      Thanks for the feedback. Custom Avatar is something we plan to support but I can't give an exact timeline at this stage.

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      Tim (inactive account)

      Hi,

      Just dropping a quick anecdote.

      I had a meeting about the progress we are making with the Flow builder. At some point the CEO said "This looks like a wall outlet, its ugly. Who designed it?!"

      Then I had to defend the fact that it is not something we can change.

      I was only able to fully convince all attendees by pulling up this thread. 

      What perhaps might be a nice bandage fix is being able to use the logo as the avatar (on/off with checkbox "use as avatar").

       

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      Justin Putnam

      Also hoping this is added and easy to implement without API. 

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      Paul

      Hi Shawna James, while you closed the other thread on this topic (https://support.zendesk.com/hc/en-us/community/posts/5482311512986-Changing-the-answerbot-avatar) are you please able to address the comments added there? Particularly wondering about my last comment where I see the feature is available in some capacity, trying to understand is it part of Advanced AI? Or is that screenshot of Live Chat and not Messaging? If you can please address that information it would be helpful as right now the other thread was just locked with no input on the comments there. 

       

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      Shawna James

      Hi Paul, thanks so much for flagging. I want to confirm I have read your comment and others on that thread. I have reached out to the PM team in this product area to make sure I am understanding the information you and others provided correctly to get a better response your way. We will respond here when there is more information to share. Thank you for your patience here!

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      alexandria.gazzillo

      Shawna James hello! do you know if there's been any progress on the offering to change the bot avatar icon? 

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      Shawna James

      Hi all and thank you alexandria.gazzillo for the nudge here. To Jon's notes from 9/13:

      1. Bot Persona is currently available in EAP which you can learn more about here!

      2. I do not have an update on our Q4 plans to customize the avatar bot yet but the quarter is just getting kicked off so we'll will look forward to having more information soon.

      Thanks again!

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