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



  • 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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