Answersare the building blocks for your conversation bot. An answer consists of a sequence of steps that are created and configured by you in bot builder, or that are part of a bot's out-of-the-box behavior. Each step represents a message the bot is able to show to your customer during a conversation.
This article discusses the following step types:
- Send message
- Present options
- Show help center articles
- Add carousel
- Ask for details
- Ask if question resolved
- Make API call
- Transfer to agent
- 分支的条件
- Add business hours condition
After getting to know the elements here, you cancreate a botand beginbuilding it using answers.
Send message
TheSend messagestep displays a piece of text to the customer during a conversation.
Usage
TheSend messagestep inserts a predefined piece of text into the conversation. It can be a greeting, useful information about your business, or an automated direct reply in response to end user free-text messages and quick reply option selection.
Configuration rules
Send messagesteps can be added anywhere in your answer. After they're displayed, they move the conversation immediately to the next step in the answer's flow.
You can add the following content elements to the bot message in this step:
| Bot builder view | Customer view |
|---|---|
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Example
In the example below, the customer entered “Receiving error ‘unsupported platform’” which triggered the automated reply about supported platforms. That reply was configured in the bot builder as aSend messagestep; the conversation bot assessed the customer's free-text entry, identified that preconfigured message as the most likely to address the customer's needs, and moved the conversation to that step:
Present options
ThePresent optionsstep displays up to 10 preconfigured quick replies that the customer can interact with during a conversation.
Usage
This step displays up to 10 preconfigured quick reply options that can be offered to your customers during a conversation, allowing them to select a likely response rather than typing it in.
These options can be used to represent commonly-asked questions, branch the conversation, or help your customers navigate through a conversation with your bot. You can drag-and-drop options in the Configuration panel to reorder them.
Configuration rules
You cannot end an answer flow with aPresent optionsstep. It must be followed by one of the other step types, which must also be configured before you can publish and move on to another step. In the example below, three options are followed by a Show help center article step, and one by aTransfer to agentstep.
You can add the following content elements to the bot message in this step:
| Bot builder view | Customer view |
|---|---|
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Example
In the example below, a customer is contacting a scooter sales and rental company. Because the company knows that most customers want information on buying, selling, or renting a scooter, after the initial greeting they immediately offer three options:
Note that as a result of conversational shortcuts, typing the message “I want to buy a scooter” in the example above will have the same effect as clicking the quick reply.
Show help center articles
TheShow help center articlesstep presents up to six help center articles to the customer during a conversation. If you have public and restricted articles (articles requiring end users to sign in), you can configure which articles to show anonymous (unauthenticated) end users and which to show for authenticated end users. SeeSuggesting restricted help center articles in a bot answerfor more information.
Usage
Configuration rules
Example
In the example below, the customer selected a quick reply option, "I want to buy a scooter", and received a specific article recommendation in response, which also included the text responses prior to the recommendation:
Add carousel
TheAdd carouselstep displays up to 10 informational panels the customer can scroll through, each with a link to an external URL.
Usage
TheAdd carouselstep inserts an array of panels into an answer step. Each panel displays configurable text and an interactive link. After the carousel is displayed, it moves the conversation immediately to the next step in the answer. The customer interacts with the carousel using the right and left arrow icons to scroll through the panel array. They can interact with the carousel at any time during the messaging conversation, after the step is reached.
Configuration rules
Carousels can be added anywhere in an answer flow.
A carousel must a minimum of 2 and a maximum of 10 panels.
Each panel must include:
- A title
- A complete URL
- Text for the button link
You can add the following rich content elements to the bot message in this step:
| Bot builder view | Customer view |
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Ask for details
TheAsk for detailsstep collects information from an end user during the conversation.
Usage
Customer responses are automatically saved asvariables. See the example below for how you can configure order tracking using this step.
Configuration rules
Ask for details can be added anywhere in your answer. The step must include:
- A name to identify the step. This won’t be visible to your customer but will help your team to identify the step.
- Ticket fields (text or dropdown types) to capture customer data such as name, email, and any other information that can be helpful to collect to power the rest of the conversation.
- Custom ticket fields must becreated in Admin Centerbefore you can add them to the step.
- Permissions for ticket fields must be set toEditable for end users, and will beRequired to submit a requestby end users, regardless of the requirement configuration on the permissions page.
- Nested dropdown fields are not supported.
| Bot builder view | Customer view |
|---|---|
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Example
In the following example, the bot captures order information for the customer and displays the shipment status of the order.
Ask if question resolved
TheAsk if question resolvedstep type asks your end users whether an answer resolves their support issue, and offers response options they can choose from.
Usage
TheAsk if question resolvedstep provides a way to capture end user data to measure how well each answer is performing, and indicates which answers can be refined and optimized.Note: Explore reports capturing the number of sent feedback requests, as well as the number and types of responses left by end users, will be available later this year.
The step type inserts a piece of text into the conversation, followed by two quick response-style options, which are in turn each followed by a message or additional step.
Configuration rules
This step cannot be the first step in an answer, and cannot be added after aTransfer to agentstep.
By default, when you insert this step into an answer the following text appears in each element:
- “Was this helpful?” (Question resolved bot message)
- “Yes, problem solved” (Resolved response)
- “No, I still need help” (Unresolved response)
- “Great. Knowledge is power. You can ask me another question at any time.” (Follow-up message to resolved response)
- ”Got it. Try rephrasing your question.” (follow-up message to unresolved response)
These elements must be present in the step for the answer to be published successfully.
上面的文字可以根据需要定制。Additionally, the follow-up messages can be deleted and replaced by other step types.
在问题解决中的文本和响应se messages is customizable, the resolution status by end user’s responses is fixed. That is, when the end user selects the first/left hand option (“Yes, problem solved”) it is considered a positive, or resolved response. The second/right hand option is captured as a negative, or unresolved response (for example, “No, I still need help”).
| Bot builder view | Customer view |
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Make API call
TheMake API call一步可以用来推动谈话的细节to your CRM, or pull product information into your bot messages, and more.
Usage
This step is used when you want the bot to present external data in its response such as retrieving movie reviews from IMDB’s API or push data into an external end-point such as Amazon Event Bridge or Google Analytics. It is especially useful when a customer requests information that may be updated regularly or is particular to them, such as system status or current wait time for assistance. It can also be used to send events for analytics or tracking purposes, for example emitting events to Google Analytics or Pendo.
Configuration rules
API call steps can be added anywhere in your answer flow. Adding this step splits the flow into two branches:
- If success, which appears when the external source is queried and supported information is returned.
- If failed, which appears when the API call fails, due to a client or server error, or if the response is not supported by the bot builder.
Information returned from the queried source must be in JSON format, and be less than 2MB.
Admins must include the following information in the step configuration:
- Supported HTTP request method.Supported HTTP request methods areGET, POST, PUT, PATCH, DELETE
- POST, PATCH and PUT must include a Body field sent with request
- GET and DELETE operations do not have a Body field.
- Endpoint URL, the URL of the external source.
Admins must add step type after each branch before publishing the flow.
Admins can createvariablesduring the configuration of this step that can be used when creating bot messages subsequent to this step. Only the first 280 characters of a variable's value appear in the response displayed in the messaging conversation.
The Add an API call step has a number of configuration options that may require assistance from a developer on your team. SeeUsing the Make API call stepfor more information.
Example
Let's say the customer selects the quick reply option “Zendesk office location” which triggers theMake API callstep. The API call is configured to get the information from Google’s Places API.
If the external system returns a response, the Success branch is triggered, and the information is inserted into the response framework created by the admin, and presented to the end user.
If a response is not returned, or the response is not supported by the bot builder, the Failed path is taken, and fallback behavior defined by the admin is presented to the end user.
You can use the following URL as an endpoint to test theMake API callstep:
https://run.mocky.io/v3/19e020de-4ee1-47f7-94ea-d68df3c4df71
For an example answer using theMake API callstep, seeMessaging recipe: Getting external data with a conversation bot.
Transfer to agent
TheTransfer to agentstep escalates the conversation to an agent.
Usage
Add this step to hand off the conversation to a human agent.
Configuration rules
In this step, you can configure:
- A final message to send before transferring a customer to an agent.
- Tags that are added to the ticket created when the conversation is transferred. They can be used in ticket routing and other business rules. SeeAbout tags.
- You can add up to 10 tags to eachTransfer to agentstep in an answer.
- Each tag can be up to 80 characters.
- Spaces and special characters such as #, @, and ! aren't allowed in tags.
You can add the following content elements to the bot message in this step:
Transfer to an agent is an end step, which means it is the last step in the conversation, and you cannot add any more steps after it. As part of this step – unseen by the customer – a ticket is created, which includes their conversation history to help the agent address the issue.
| Bot builder view | Customer view |
|---|---|
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Example
The customer has chosen a quick reply option that indicates they need assistance with upgrading their plan, which requires agent involvement.
分支的条件
The分支的条件step adds conditional logic to an answer flow. You can use the logic to personalize a conversation based on an end user's data.
Usage
A分支的条件step consists of two or more branches. A branch can have one or more conditions. When run, the step compares the conversation'svariablesto the conditions for each branch. If a branch's conditions are met, the conversation follows the branch's steps.
Configuration rules
You can add a分支的条件step anywhere in an answer flow.
If this:If the branch's conditions are met, the conversation follows the branch's steps
- Else: If the conversation doesn't match the conditions of any other branch, the conversation follows this branch's steps. You can't remove this branch.
You can add up to four additional branches, to a maximum of six branches.
Each condition includes a variable, an operator, and a value. You can also nest conditions to create more complex conditional logic.
Admins can’t create or update variables in a分支的条件step.
Branches are checked in the order they're included in the step. If conditions for more than one branch are met, the answer flow follows the first matching branch.
For more information, seeUnderstanding the Branch by condition step in bot builder.
Example use cases
- You can use anAsk for detailsstep to collect data from an end user as variables. You can then check this data against conditions in a分支的条件step. The分支的条件step determines whether the user is sent to aTransfer to agentstep or aShow help center articlesstep.
- You can use aMake API callstep to get a package's delivery status from an external API. You can then use the分支的条件step to display different messages based on the status.
- You can use the分支的条件step to send different responses based on an end user's VIP or membership status.
Add business hours condition
TheAdd business hours conditionstep lets you use your schedule to branch the conversation.
Usage
This step can be used to configure the bot to respond differently based on your business availability. Adding this step will split the answer flow into two branches:
- when open, which appears to the end user during scheduled business hours
- when closed, which appears to the end user outside of scheduled business hours
Configuration rules
You mustset a schedulein order to include a business hours condition step. Once you have set a schedule, you will see a preview of your business hours in the configuration panel, to indicate when customers would be sent down the open or closed branch depending on the time of day. Note that holidays are not shown in the preview, but will be respected by the condition.
如果你有多个计划(可在Enterprise plans only), a dropdown will appear in the configuration panel to select the appropriate schedule.
You cannot end an answer flow with a business hours condition step. It must be followed by one of the other step types, which must be configured before you can publish. In the example below, the business hours condition step is followed by aTransfer to agentstep in both the open and closed branch. The message content is configured differently in each branch.
| Bot builder view | Customer view (When open) | Customer view (When closed) |
|---|---|---|
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Example
In the example below, the agent transfer step is configured differently when open and closed to explain what will happen next in each context:
| End user experience during business hours | End user experience outside of business hours |
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77 Comments
有一个方法可以增加字段的数量we can pass to an agent, this is a really powerful tool where we can automate a large chunk of a customers interaction with our support team by mitigating the need of the agent having to ask for the information due to the restriction on fields
Hi,
Is there a way the 128 character limit could be removed for the Text fields in the Transfer agent step? And also could the word wrap the field in multiple lines (maybe allow for multi-line fields)?
Because we believe that it's a horrible UX for our customers to be able to write a large chunk of text to then be forced to reduce it to 128 characters AFTER they press continue, and not being able to see the full text in the Text field
Is there any update to increase the number of drop down values beyond 20? I can it was mentioned 6 months ago that it was due to be released in a couple of months.
Are there any plans to increase the number of ticket fields beyond 7 in flow builder? The use case for this is some of our conversational flows have more than 7 questions e.g. 15 it would be great if we could configure answer bot to collect all 15 ticket field questions that populates our form in agent workspace.
Agent productivity increases immensely, and the number of simultaneous conversations increases beyond 3 chats per agent. Customers have responded very well to this especially those who want to complete business with us in a timely manner.
Hi Morad Benmoussa,
Thanks for following up!
Unfortunately, we've had to push this out but it's still in our backlog/on the 9 month roadmap to be addressed. I can't provide an exact date at this stage but hopefully soon!
- Miranda.
Are there any plans to increase the number of ticket fields in bot flow for messaging? Its currently 7, no where enough.
Would it be possible to introduce a rule to check if any agent is available/online on the Agent Workspace, rather than a strict business schedule rule?
This would be more dynamic and more accurate on a day-to-day basis
Is it intentional behavior that the dropdown field does not seem to support nested categories, like the Help center form or agent forms?
WebWidget form:
Helpcenterform:
How can we pass variables stored in the chat to an API request URL?
For example, is it possible to store the customer question as a variable to pass as a param in the URL?
Maybe this would be achieved using the 'gather information' step that I understand isn't yet available?
Hello.
To do what you ask, Zendesk must release another type of step called "Collect Information", with this step you will be able to send the data that your client enters in the bot to a URL.
For now we have to wait... I hope that he will be released soon very soon... and that my answer has been of help to you.
Sincerely.
Understood. Thank you, Daniel. I had a hunch. We'll stay tuned...
I'm stuck! I'm only able to include name and email as fields I request in a 'transfer to agent' experience, but I want to be able to ask users to describe the problem they're having. I've attempted to create these custom fields, to make them editable for end users, but they still never appear in the dropdown options for 'transfer to agent.' I've been running in circles through the documentation but nothing makes it clear what I need to do
Is it possible to remove the text box at all? we are using Flow Builder in its basic form with only clickable questions/answers rather than allow the user to input their own questions - to avoid any confusion for the user, is it possible to remove the text box entirely?
Hello Lucy,
I am afraid this is not supported at this time and we would appreciate it if you start a posthereregarding this feedback. Our Product Managers constantly monitor feedback requests to gather insights for possibilities of a feature to be implemented in the future.
HiLucy Husband,
I'm Miranda, the Web Widget Product Manager. Just wanted to jump in here and say that we are currently thinking about ways to disable the message composer from being shown during certain parts of the conversation.
Some questions for you to feed into the requirements:
We are keen to understandwhenyou'd like to disable the composer.
Thanks,
- Miranda.
How can I translate default fields Name & Email?
any chance to add the numeric custom fields to the bot ?
HiPablo Zarricueta,
Apologies but it's still not possible to add a numeric custom field in the transfer to agent step flow. Only text and drop-down fields are supported at the moment.
Is there a way to pre-populate the user's name and email address?
Miranda Burfordto reply to your question :
It would be important for you to disable the message composer during certain parts of the conversation flow (eg: disabled until escalating to an agent, etc).
Right now, customers can write a message even if the bot is asking questions to route the chat and the customer gets the message "I didn't get that. Try rephrasing your question or start over." over and over.
Thanks
Elsa
I want to integrate flow builder for the bot. I have a doubt related to it.
I already have the user email address and customer id in my application as the user is already logged in. Is there a way to populate that info to the custom fields, at the start of the flow. I do not want to ask the customer again the same information in the preform.
Is there any way to achieve it.
FYI for Jeremy and anyone else who may be interested in upvoting, I've createda feedback postrequesting that Zendesk improve the agent transfer experience in Messaging for the end user:
buenas tardes,
Tengo varias preguntas y sugerencias relacionadas con el desarrollo de su BOT en nuestra instancia de Teclab Perú:
Evidentemente su solución esta en proceso de mejora. Sería todo un éxito poder usar su bot con toda la calidad que ofrece la herramienta SUITE como clientes Enterprise.
Even with authenticated end users it's still not possible to show articles from Help Center with restricted access? Thanks
For the Help Center steps, one major requirement is article permissions must have thevisible to everyoneoption selected.
Hi Lila,
Thank you for sharing such a good feedback. I hope more users will engage on it.
Hi Tushar,
Email capture should be skipped when users are authenticated via JWT. Please follow the steps inAuthenticating end users in messaging for the Web Widget and mobile SDK.
Hello. How can ask details in whatsapp conversation?
HiGabriele Sannicandrothe ask for details step is not currently possible for Whatsapp today, I do know we have plan improvements but no specific timeline yet. I recommend following ourrelease noteshere so you will be notified as soon as our new features are released. Thank you!
Is there a way to do the following:
1.只有哈ve the bot working outside of business hours?
2. What happens if you use "transfer to agent" and there are no agents logged into chat?
Hi
I'm building a flow where there's three options for the customer to click on. I'd like two of the options to lead to the same path. E.g. you click "yes", you follow steps after that, you click "no" or "maybe" you follow the same next steps. I built the steps after "no" but can't see how to link the "maybe" to that branch. How can I do it? Thanks
Pleasesign into leave a comment.