This article includes the following topics:
About bot-enhanced messaging
Creating a bot means you can use advanced automation and customization options in your messaging configuration. The bot's behavior is determined by itsanswers．答案都sequences of steps, or actions, the bot uses to respond to questions your customers may have. Answers are created in thebot builder, a click-to-configure tool for customizing more complex bots. SeeBuilding a bot using answersfor more information.
Messaging bots are listed on the Bots page in Admin Center. The Bots page displays any bots you’ve created, as well as basic information about them including a name, status (live or draft), and the channel(s) connected to it.
From the Bots page, you can添加一个机器人,configure the bot settings, and open a bot to view, edit, or add to itsanswersandgreeting behavior．
Upgrading to bot-enhanced messaging
When you initially activate messaging for a Web Widget or mobile channel, you can choose to upgrade to bot-enhanced messaging as part of configuring the default messaging response. Alternatively, you can return to the widget’s Responses tab to activate it at a later time. In this section, we'll describe the latter.
To upgrade from the default messaging response to a bot
- InAdmin Center, click
Channelsin the sidebar, then selectMessaging and social > Messaging． - Click the name of the channel you want to edit. The widget’s edit page opens.
- Expand theResponsessection.
- At the bottom of the section, clickAdd a bot．
Note that upgrading a bot as described here does not disable the default messaging response. You need topublish the botto enable it. Until then, the default messaging response remains active.
Creating a new bot
Creating a bot means you’re adding theabilityto use the bot in a channel’s messaging configuration. Until you add a bot to a specific messaging channel and publish it, the default messaging response remains active for that channel.
To add a messaging bot
- InAdmin Center, clickChannelsin the sidebar, then select机器人和自动化s > Bots．
- Click管理机器人．
- ClickCreate botat the top of the page.
- Enter a name for the bot. This name is displayed at the top of the widget where the bot is deployed.
- If you’re using multiple brands, use the drop-down to select a brand to apply to the bot.
- ClickCreate botat the bottom of the page.
A basic bot is created with the Answers tab open. This bot remains in draft mode until it is published and connected to a messaging channel.
Publishing a bot to a channel
Whether you are using the out-of-the-box bot or building a new bot with custom answers, you’ll need to publish that bot before it appears in any of your messaging channels.
Publishing a bot to a channel means that any other messaging response – either the default messaging response or another bot – is removed from that channel and replaced with the newly published bot.
Until you publish a bot:
- If you have not yet published a bot, the default messaging response remains active.
- If you have published a bot, the last published version of that bot remains active.
- Any unpublished answers remain until they’re published or altered.
Both out-of-the-box and customized bots are published through the bot builder.
To publish a bot to a channel
- InAdmin Center, clickChannelsin the sidebar, then select机器人和自动化s > Bots．
- Click管理机器人．
- Click the bot you want to publish.Note:If you are adding a bot, as described above, the bot automatically opens in the bot builder.
- Make any changes necessary to the flow, then clickPublish bot．
- If the bot is not currently published to a channel, the channel selection screen opens. Select one or more channels to connect to your bot and clickPublish to selected channels．
- If the bot is already live on a channel, it is updated in that channel with any changes made to it.
Cloning a bot
You can create a copy (orclone) of an existing bot, then use it as the starting point for building a new bot.
To clone an existing bot
- InAdmin Center, clickChannelsin the sidebar, then select机器人和自动化s > Bots．
- Click管理机器人．
- Click the bot'sOptions icon(
) and selectClone．
The bot is copied and added to the end of your bot list, given the same name as the original bot and appended with (copy).
After you’ve cloned the bot, you canbuild it by adding, editing, or deletingits answers as needed.Deleting a bot
If you are no longer using a bot, and do not plan on using it in the future, you can delete it.
To delete a bot
- In Admin Center, click
Channelsin the sidebar, then select机器人和自动化s > Bots．
- Click管理机器人．
- Click the bot'sOptions icon(), then select删除．
The bot is removed from the bot list.This action cannot be undone．
Updating general bot settings
You can update the following general settings for a bot:
- Name
- Brand (if multiple brands are enabled on your account)
- Show title and preview for restricted articles
- Channel connection
更新和机器人的名字brand settings
- InAdmin Center, clickChannelsin the sidebar, then select机器人和自动化s > Bots．
- Click管理机器人．
- Hover over the bot you want to update and clickSettings．
- In theGeneraltab, update the Name and Brand as needed.
- ClickSave．
The process for connecting a bot to a channel varies slightly, depending on whether the bot is Live (already connected to a channel), or still a Draft (not connected to a channel).
A bot must be connected to one or more messaging channels before it can be published and made available to your end users, and each channel can only be connected to a single bot.
To connect a bot to a channel
- InAdmin Center, clickChannelsin the sidebar, then select机器人和自动化s > Bots．
- Click管理机器人．
- Hover over the bot you want to update and clickSettings．
- In theGeneraltab, scroll down to the Channels section.
- If the bot is aDraft, you’ll see the channels available for connection:
Click the checkbox to select the channel(s) you want to connect to the bot.
If the bot is currentlyLivein a channel, you’ll see the currently-connected channel(s), as well as any other channels available for connection:
Update the channels selections as needed, using the checkboxes.
Note:If the selected channel already has a bot connected to it, that bot will be disconnected from the channel and replaced with this new bot.
- If the bot is aDraft, you’ll see the channels available for connection:
- ClickSave．
Managing bot language settings
You can select a single language for a bot, or configure it to speak in multiple languages for an improved customer experience.
For more information, seeManaging languages for a bot．
57 Comments
How hard would it be to implement a Shrek avatar?
Just kidding... I think the request (in our case at least) would be to add any sort of custom avatar from a picture. Maybe a company logo or an agent's face. Something like that. Shrek may be applicable to some companies.
Haha. Love it@...! Thanks for your sharing your use case (Shrek included).
- Miranda.
Same as Jon, a custom avatar will do like the company's logo or the brand being used for the widget. We're also looking at the Shrek avatar lol!
Thanks@...．That's good to know!
- Miranda.
How do you delete a bot?
Anton Verhelst
If you are talking about the Zendesk Answerbot - it exists in two different forms currently. Legacy and through Messaging / Flow builder.
For the legacy version here are instructions to turn it off:https://support.zendesk.com/hc/en-us/articles/4408846786714-Disabling-Answer-Bot
For messaging / flow builder:https://support.zendesk.com/hc/en-us/articles/4408829224858-Disabling-messaging-for-web-and-mobile-channels#topic_wdl_2lp_mrb
and
https://support.zendesk.com/hc/en-us/articles/4408838909210-Using-Flow-Builder-to-create-bot-flows#topic_vnd_rcy_fnb
For marketplace bots these are disabled in admin > apps > manage
Hi there, If we have 500 Answer bots/month in our plan, can we add more? Can we get a cost for that?
Thank you for reaching out to Zendesk Support.
In regards to your concern, yes it is possible to add more than 500 Answer Bot resolutions to your plan. Kndly check our article,About Answer Bot resolutionsfor more information about this.
Thank you and have a wonderful day ahead!
Kind regards,
Miranda Burford
Plus one on being able to add a custom avatar to the Bot - it was the first thing my team asked when I did the demo - we wanted something like this ;-)
ThanksWilliam Grote．That's noted!
Buenas tardes, Necesito poder borrar ese mensaje "El conocimiento es poder" desde donde lo modifico?
¡Hola Natalia, muchas gracias por tu pregunta!
Lamento mucho informar que no es posible modificar el mensaje que menciones. Está codificado en el sistema y no se puede editar. Es un mensaje automático que se envía después de preguntar si el Bot ha sido de ayuda, y el cliente responde que sí.
Pero esto es una muy buena sugerencia. Le puedo recomendarcrear un Feedback Post en nuestra comunidad．Puede explicar su escenario y mientras más tracción tenga este post, más oportunidades existe de que nuestro equipo de Desarrollo decida implementarlo en el futuro.
¡Espero que esto haya sido de ayuda!
Hi, Not able to do chatbot on social media correctly. I need a way to capture the same as web chat minimum data,email, and full name, If somebody has experience with using bots on Social media conversational channels please help
Hi there,
我们想要显示用户不同的机器人depending on where they are in our app. We're using the Zendesk Messaging SDKs for mobile. Is there any way to do this? It looks like each channel can only have one bot.
Making an API call isn't practical for us, since we don't want to track the user's location in the app on our backend.
Thank you!
Hi @,
Is there a way as an agent to add a bot response whenever a message hits my tray? For example, the welcome intro and take the interaction from that point on.
Hi Zendesk Community !
Can we (and how? :) ) have an Answer Bot in the messaging system, searching for items in a different help center than the one of the brand it is affiliated with?
This would allow to have different widgets (for different customer plans) but all pointing/searching in the same help center
Also / If notis it possible to have several widgets for 1 brand?
Best regards,
Utilizing different bots depending on the location on your app is not possible not unless you are going to utilize different brands with their corresponding Messaging widgets.
Hi Ricardo,
It's not possible for agents to interfere with customers that is currently on a bot flow.
Hi Raphael,
Natively, it will not be possible for answer bot to extract articles from another brand. However, you can utilize theMake an API callsteps to extract those needed articles. But it won't be automatically extracted depending on the key words your customer have provided. It will just be contained on that particular step.
Could you make the bot start before an audio or an image sent? Unfortunately, currently, if customers send an audio or an image via WhatsApp, the flow does not start. Could you include an improvement like this?
Would you mind posting your use case to ourFeedback on Messagingtopic? We have atemplateyou can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
Hey there,
Having an "issue" with our Messaging Bot..
We created with flowbuilder nice path and articles for what we needed. However, we still allow the bot to recommend articles (as a fallback option). The problem is, as opposite to recommended articles in classic web widget, when the bot pushes article in Messaging, he doesn't send the was this article helpful yes/no question, which means the conversation stands there and never get solved or continues..
Any feedback on that ?
Thanks
Hi! How feasible is it for me to be able to create a chat bot that functions much like Zendesk's own internal one (the one I would use to connect with their support)? Can it be configured using with the options available in the Professional plan. Please advise, thank you!
Thanks for your feedback.
I will recommend adding intents to restart the conversation from an end point.
For example, in each answer within the BOT you can add an intention phrase (start over) or anything you think the customer could type at that moment.
If the customer types an intent, the bot will bring the customer to the top of the answer linked to that intent in the flow builder.
More info:Creating an answer for a bot
Greetings.
Hi Julio, thank you for your answer,
However I don't think it's really instinctive to continue speaking for a client after an article suggestion.. would be ideal to have a "is it helpful" button :)
I understand the scenario, that would be perfect for the end user to know what path to follow.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in theGeneral Product Feedback topicin our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
具体的例子,细节的影响,以及如何you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [Giving Feedback at Zendesk].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
Greetings.
How can I enable articles from our help center to be answer bot responses in our web widget chat feature (not classic web widget)?
Custom avatar or at the very least a color change to match the users brand colors. (Custom HEX Color Code)
HeyAcacia Voynar! You can find the configuration requirements for adding help center articles to your bot here:Show help center articles．
For any product feedback,Joshua Casey, we encourage you to post in theGeneral Product Feedback topic!
Pleasesign into leave a comment.