Make replies from answer bot like manual replies
RespondidaCan I make replies from answer bot feel like manual replies? For example, user asks for cancellation of his subscription, answer bot could reply him with a target article on how to cancel, not a list of articles for him to choose from.
The example image of you give just list multiple articles for users to choose, that's not what I need.
And if I use answer bot, when users reply, what's the status of this ticket? New or Open? And can I view the chat history between the bot and the user in this email? If it is Open, to which assignee will the ticket assign?
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Hey,
Answer Bot itself can not be customized with custom behaviour
So the list of articles is the "best" you will get. It however scales nicely since you don't need to build custom behaviour for every request.
If you want to make it a real bot with personality, you can leverage the integrations with Chatbots:
https://www.zendesk.com/chat/chatbot/
Ada’s: Learn more
Aivo: Learn more
KeyReply: Learn more
BotXO: Learn more
They can handle the incoming request, and if they can't handle it they can hand off to either Chat or a Support form in the existing Widget interface.
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For your second question:
And if I use answer bot, when users reply, what's the status of this ticket? New or Open? And can I view the chat history between the bot and the user in this email? If it is Open, to which assignee will the ticket assign?
If you use answer bot, if it does not find a solution, the bot will show your ticket form.
Upon submit it will create a ticket, OPEN, in Zendesk Support.
You can manage assignment with triggers just like any other form.
What's nice is that the ticket will contain a comment with a list of articles the requester saw or read.
Por favor, entrar para comentar.
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