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Noções básicas sobre os tipos de etapa das respostas do agente de IA (legado)

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Aimee Spanier

Zendesk Documentation Team

Editado 19 de mar. de 2025

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      Steven Hampson

      Hi there, 

       

      Does anyone know if it is possible to change the text for a URL in the Send Message or Present Options steps? Like I want to to just show ‘click here’ for example. I can add a button on the Send Message step but I just want a small line e.g. ‘read our privacy policy here’… and I can't add a button on the Present Options step. 

       

      Many thanks, 

       

      Steven. 

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      Tabish Khan

      Hi, wanted to check if I can create an email ticket through the bot.

       

      The bot should close the messaging conversation and create an email ticket and transfer it to a specific queue.

       

      Let me know how this can be done. Try doing it via API but unable to proceed

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      Todd Becker (RR)

      I would like to confirm, it is not possible to include a ‘multi-select’ custom field in the ‘Ask for Details’ step type.

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      Max

      Hello same as 5785468818714 , do we know if soon it's going to be able to capture data also on Social (whatsapp, facebook) bots without having to use SunCo ? Seems like a huge limitation. Thank you

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      Nikki Goodson

      Oops! You have an inconsistency in the examples, and I was considering exactly this thing, which is why I noticed it!

       

      1. Under “Ask if Question Resolved,” you state that this step cannot be the first step in an answer.
      2. Under “Link to Another Answer," you provide an example where you could set up the “Ask if Question Resolved” as the first step in an answer. 

       

      I thought that #2 was a mistake, but when I just tried to create a new Answer, it did let me put “Ask if Question Resolved” as the first step (well, I could save it. I didn't try publishing.) - so maybe #1 is outdated?

       

      Also, if you DO use example #2, I would not give “Restart the Conversation” as one of the options, b/c the start of THAT conversation is simple “Was this resolved?” which is not very helpful. :) 

       

      For that reason, this is how I've been ending my threads:

       

      At the end of an answer, I ask if it was helpful. If yes, I terminate the thread. If no, I suggest that they can rephrase, OR start this conversation over, OR get help from a human. Then, I have a separate Answer for “talk to a human” where I can use a conditional branching based on business hours.

       

      Hope this helps someone!

       

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      Helder Custodio(Eteg)


      Hi, I would like to know if we have a deadline to make the node “Ask for details” on social media?

      Note: Currently, this step is not supported in social messaging channels.
       

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      Cristina Illescas Montero

      Hola, una vez se crea un ticket en transferir a un agente, no puedo comenzar con otra consulta. ¿Sabéis qué debo hacer?

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      Forrest Doud

      This article says “Text and multi-line custom fields are currently supported.” in the Transfer to agent step, but I don't see the multi-line custom field I created as an option to add.

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      Nikki Goodson

      1263082110149 

      Thank you! And would you confirm the second question as well? If I use the “ask for details” to obtain name and email address just before “transfer to agent” … but they don't want to provide them for privacy or for whatever reason, it wouldn't create a ticket without them entering SOMETHING to through that step, is that right?

       

      Helvijs, thanks for responding. I haven't done anything with the API target URL yet - seems a bit complicated for my needs and time available (I'm a one-person support team!) but also, I'm not sure I see what add'l benefit you're achieving? How is that different from using the “Transfer to Agent” step? Is it just cleaner on their side so that it doesn't look like they might be getting a chat agent when they won't (outside biz hours)?

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      Helvijs Vigners

      5264685608602  You could create an API ticket based on the fields you have captured. I did that with the help of this community 🖤: 

      You need to gather the details in the Bot answer and then using a connection send a JSON to your zendesk API target URL.

      https://support.zendesk.com/hc/en-us/articles/4408836323738/comments/7529927074970

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