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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.


Why can't I see the full bot conversation at the start of a messaging ticket?

Question When a new messaging ticket comes in, the bot conversation history doesn't include all the steps the user we...

Edited Mar 21, 2024

1 vote  ·  0 comments

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How can I use bot builder to capture data in a conversation bot?

Question I want to collect the information from a user's bot interaction and save it within the ticket. How can the b...

Edited May 20, 2024

0 votes  ·  5 comments

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Workflow: How to create a condition in the bot builder to check when no agents are available

In this workflow, you'll learn how to create a conditional flow based on agent availability to check if a message was...

Edited Dec 30, 2024

1 vote  ·  9 comments

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Can I have a bot-only widget?

Question I only want my customers to interact with autoreply. Can I use Zendesk Chat without needing to have my agent...

Edited Dec 30, 2024

0 votes  ·  0 comments

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Why are images broken in an article suggested by the bot?

Question Why are images broken in an article suggested by the bot? Answer If an article is restricted, the email clie...

Edited Jun 13, 2023

0 votes  ·  0 comments

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Which user is assigned to the ticket when it's solved through autoreplies?

Question When autoreplies solve a ticket, which of my agents gets assigned to it? Answer Autoreplies bypass the requ...

Edited May 10, 2023

0 votes  ·  0 comments

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Can autoreplies suggest community posts?

Question Can autoreplies make suggestions from community posts? Answer No. Zendesk bots can only suggest articles tha...

Edited May 09, 2023

3 votes  ·  3 comments

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What happens when an Answer Bot trial expires?

Question What happens when an Answer Bot trial expires? Will I need to update my Answer Bot triggers? Will I lose all...

Edited Jan 19, 2024

2 votes  ·  0 comments

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When should I use the bot builder and Support triggers in messaging?

Question How do the bot builder and Support triggers work together? When should I use the bot builder in messaging? W...

Edited Jan 28, 2025

0 votes  ·  1 comment

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How can I change the name of my conversation bot in the messaging widget?

Question How can I change the name of my bot in the messaging widget? Answer Follow the steps below to customize the...

Edited Dec 30, 2024

1 vote  ·  8 comments

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Why aren't all my custom fields appearing as options in the bot builder?

Question I want to add custom fields to the Transfer step using of the bot builder. Why aren't all my custom fields a...

Edited Aug 22, 2024

5 votes  ·  13 comments

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Can I add a numeric field using the bot builder?

Question Can I add a numeric field or a regular expression (regex) field using the bot builder? Answer No, the bot b...

Edited Jun 06, 2023

8 votes  ·  2 comments

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