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Help with bots and automation

Articles about Answer Bot management and utilization, general questions about Answer Bot functionality, and common issues that come up while using the bot.


I'm unable to access the bot builder

Question I am unable to find the bot builder option in Admin Center. How do I access bot builder? Where is bot builde...

Edited Dec 30, 2024

5 votes  ·  12 comments

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Why doesn't the bot's automatic translation detect the end user's locale in social channels?

Question Why does the automatic translation from a bot connected to a social channel like WhatsApp or Facebook Messen...

Edited Dec 18, 2024

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Testing the bot with letters or random words shows an unexpected answer

Question Why doesn't the bot generate a correct response when I type 'pophjkukighk,' 'abc,' or 'T'? Answer Zendesk re...

Edited Nov 12, 2024

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Will my conversation bots in the sandbox disappear if we deactivate messaging?

Question I created conversation bots in the sandbox. If I deactivate messaging, will they disappear? Answer Messaging...

Edited Oct 03, 2024

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Can I turn off the bot generative reply for agents using JavaScript?

Question Is it possible to disable the bot generative reply for agents using JavaScript? Answer No, you can only turn...

Edited Oct 04, 2024

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Why is the API step in the bot builder failing to create tickets for new users?

Question Why is the API step in the bot builder failing to create tickets for new users but working for existing user...

Edited Sep 27, 2024

0 votes  ·  0 comments

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Can I recover or undo deleted conversation steps?

Question I deleted a large number of steps in my conversation bot. Is there a way to undo this? Answer Once you delet...

Edited Sep 26, 2024

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How can I chose which page the bot appears on?

Question Can I decide which page of my website the bot shows? And how does the bot interfere with messaging? Answer T...

Edited Dec 13, 2024

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Error: One or more intents are not available any more

Issue symptoms When I create answers in my conversation bot, I see this error: One or more intents are not available ...

Edited Sep 19, 2024

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How can I identify the user or create a ticket for an unresolved conversation?

Question I reviewed bot conversation transcripts but want additional information about the user involved in an unreso...

Edited Sep 23, 2024

0 votes  ·  0 comments

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What changes on my account when I migrate to automated resolutions?

Question What’s changing on your account if you use Answer Bot resolutions after migrating over to outcome-based pric...

Edited Jan 27, 2025

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How can I create bot responses to words such as hello and thanks?

Question In messaging, I noticed my bot doesn't respond when customers write hello or thank you. How can I create res...

Edited Sep 02, 2024

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Why isn't the AI bot providing the correct answer or article?

Question Why isn't the Zendesk AI bot providing the correct answer or article in the Web Widget? Answer Before the bo...

Edited Aug 28, 2024

1 vote  ·  0 comments

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Do autoreplies for emails read the subject and description or just the subject?

Question Do autoreplies for emails read the subject and description or just the subject? Answer Autoreplies analyze a...

Edited Jul 11, 2024

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Workflow: Notify customers of business hours when no agents are online

In this workflow, you'll learn how to use answers in your conversation bot to notify your customers of your business ...

Edited Dec 30, 2024

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Why do messaging conversations contain old and previous messages?

Question How come my customer messaging conversation includes ten old messages? Answer Bots consider a conversation e...

Edited Jun 24, 2024

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Can AI agents scan and interpret attachments in conversations?

Question Can AI agents scan and interpret attachments in conversations? Answer AI agents process only the text in con...

Edited Jul 02, 2024

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Why am I having issues publishing my conversation bot?

What's my plan? Issue symptoms I created a conversation bot, but when I attempt to publish it, I encounter at least...

Edited Dec 30, 2024

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Can the generative AI tools and search for help center read through the content of attachments?

Question Are the generative AI tools for help center and generative search for help center capable of returning conte...

Edited Jun 12, 2024

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Why does the bot recommend articles or generate a reply the second time the same question is asked?

Question I noticed the bot only recommends articles or generates a reply when an end user asks a question twice. What...

Edited Nov 12, 2024

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Can Advanced AI respond to emails with a generative reply?

Question Can I use Advanced AI to generate a reply to customer emails? Answer That feature is not available for custo...

Edited Dec 30, 2024

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Why did my trigger for incoming calls act on voicemail tickets?

Question I created a trigger for incoming calls. However, I noticed it acted on voicemail tickets. What caused this b...

Edited Dec 16, 2024

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How can I use the API after I migrated from Sunshine Conversations to Zendesk Suite?

Question After moving to Zendesk Suite, I am unable to use the Sunshine Conversations website for my WhatsApp channel...

Edited Jul 04, 2024

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What happens if I remove a switchboard integration within Sunshine Conversations?

Question I'd like to remove a switchboard integration within the Sunshine Conversations platform. What would happen? ...

Edited Apr 18, 2024

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My bot sends messages in active conversations between my agent and customer

Question Why is the bot sending messages in the middle of an active conversation between an end user and an agent? An...

Edited Apr 10, 2024

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My Zendesk bot changes are not being reflected for the users

Issue symptoms I changed my Zendesk bot, but the changes aren't showing in social media channels or web widget. The b...

Edited Oct 07, 2024

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Can I use a Zendesk bot and a third-party bot in Web Widgets of different brands?

Question Can I use a Zendesk bot and a third-party bot in Web Widgets of different brands? Answer When you install a ...

Edited Apr 15, 2024

1 vote  ·  0 comments

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Is there a character limitation on the Transfer to agent step in bot builder?

Question Why is my text cut off on the Transfer to agent step of my answer flow? Answer This step has a 101 character...

Edited Nov 20, 2023

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How can I turn off article suggestions on the bot builder?

Question Can article suggestions be turned off from the bot builder? Answer Yes, you can turn off article suggestions...

Edited Dec 19, 2024

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How can I improve my messaging bot to find the match I expect?

Issue symptoms Why doesn’t the messaging bot find the answer or article I expect, when a user types a certain phrase ...

Edited Jul 23, 2024

1 vote  ·  1 comment

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