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With the new bot, I always need to build a flow, but in the past the bot was looking in the helpcenter

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Christian de Heij

Posted Jul 25, 2023

Before the bot was searching in out helpcenter for answers, not with the flowbuilder, I am having the idea that I need to give each instruction to the bot, instead that it also searching in the helpcenter.

Any idea how I can combine this with the flowbuilder?

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    Gab

    Zendesk Customer Care

    Hi Christian, 
     
    A conversational shortcut analyzes any free-text message a client enters into the flow using AI and then immediately goes to the appropriate part of the response.
     
    Here is how the text response is processed:
    1. If it is sent during an "options" step, the bot matches it with the options
    2. If no match is found, the bot matches it with your answer flows
    3. If no match is found, your public help center is searched
    4. If no match is found, the fallback flow is triggered "I didn't get that, can you rephrase your question? or you can START OVER"
     
    I hope this works for you. More information can be found here.
     

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