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Bot and messaging requester interaction.

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Vicki Horne

Publicado 02 de fev. de 2024

Hi 

Is there a way I can report on customer interactions with the bot prior to them creating a ticket with the agent.

Would love to know if articles that are recommended were helpful or not and what searches my customers are asking for to ensure I have the correct information available to them. 

Any suggestions or work arounds would be greatly received.

 

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Vicki,

    There are a few things you can do to get at this data:

    1) You can Analyze Your Bot Activity.

    2) You can Analyze Your Flow Builder Activity

    3) You can report on what users are typing into the bot by creating a custom report in the Answer Bot dataset that looks at Answer Enquiry

    Hope this helps!

    Brandon

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