Aimee Spanier
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Articles
Recent activity by Aimee Spanier-
Using Flow Builder to create a social messaging bot
This article describes how you can build and deploy a bot built using Flow Builder and make it visible on your social channels to start deflecting those commonly aske...
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Changing an agent's role
Administrators can change an agent's Support role in the following ways: By upgrading the agent to an administrator role By downgrading the agent to an end-user role R...
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Translating conversations in the Zendesk Agent Workspace
Note: Customers who are not on a Suite plan must have the Zendesk Agent Workspace with Support and Chat to use this feature. Agents can communicate with end users and other agents,...
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Reauthorizing the connection between Zendesk Support and your Facebook pages
Fastpath: Admin Center > Channels > Messaging and social > Facebook Pages If you have configured your Zendesk Support and Facebook accounts to work together, and you find you are unable to send o...
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Understanding the warning banner in the customer context panel
When a returning customer (authenticated or unauthenticated) requests a live chat and fills out a pre-chat form with information that does not exactly match th...
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Building a bot using answers
Note: This article is intended for customers creating a new bot using multiple answers. If you are editing a bot previously created using the original single-flow build, see Understanding the ne...
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Limitations in messaging functionality
This article describes some current limitations in functionality for web and mobile messaging. If you're planning a move from live chat to messaging, see Migrating from live chat to messaging for...
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Enabling and using Instagram Direct
Note: The instructions in this article require the Zendesk Agent Workspace to be enabled for your account. For more information about the workspace, see About the Zendesk Agent Workspace. This art...
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Comparing the bot building experiences
Our new bot building experience is designed to help your teams build smarter bots with less effort. With this update, admins no longer have to maintain a single, long and complex flow. You can cre...
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Understanding bot flow step types
A conversation flow consists of a sequence of steps that are created and configured by you in Flow Builder, or are part of the out-of-the-box behavior . Each step represents a message the bot is a...