After you’vecreated a conversation bot,you can begin adding answers to define its behavior.
Answers tell a conversation bot how to best respond to customer questions through the Web Widget or mobile SDK. Each answer addresses a single question your customers might ask about, and your bot can be trained to understand customer questions when phrased in different ways. You can build your own answer from scratch, or use a pre-built answer template.
This article shows you how to create an answer, configure your bot’s initial message to an end user, and edit existing answers when your communication needs to change.
This article includes the following topics:
Creating an answer for a conversation bot
Answers are added to your conversation bot from the Answers tab on the bot’s edit page. The order answers are listed does not impact how they are received by your customers.
A conversation bot can include up to 2,000 steps. These steps can be distributed among multiple answers or included in a single answer.
This section describes two ways to create an answer:
Creating your own answer
You can build your own answer from scratch, starting with an empty answer flow.
To create an answer for your conversation bot
- On the Answers tab of the bot’s edit page, clickCreate answer.
- Click Build your own answer, then clickNext.
- Enter theAnswer name. This should be a brief, clear description of the issue addressed by the answer, such as “Password reset”, “Request a refund”, or “Talk to a human”. Then clickNext.
- EnterTraining phrases. These phrases train your bot to evaluate and understand what information customers are looking for. SeeTraining your botbelow.
You can add up to 100 additional questions by clickingAdd questionat the bottom of the list.
If you have theAdvanced AI add-on, you can use intents in place of training phrases. SeeUsing AI-powered intents with conversation botsfor more information.
- ClickNext. The answer opens in the bot builder where you can build out the bot’s response.
- ClickAdd stepandcreate the first step in the answer. SeeUnderstanding answer step typesfor information on the steps you can add to an answer.
- Add additional steps to the answer as needed. You need to add at least one step to the answer.
- ClickPreviewto see how the answer will appear to your end users.
- ClickDonewhen you’re satisfied with the answer.
At this point, you’re taken back to the bot’s edit page, where you can add another answer, edit an existing one, configure the standard response, or publish the bot.
Creating an answer from a template
On the Create answer page, there are a number of templates available that can help you get started building an answer. These templates provide examples of common answer topics and construction, and can be used as a starting point for creating your own answers. Note that while each template has a complete answer framework, most will require you to add information (a business hours schedule or API details, for example) before they can be published.
To use an answer template
- On the Answers tab of the bot’s edit page, clickCreate answer.
- Click the answer template you want to view or use as the starting point for your answer.
- ClickNext. The answer opens in the bot builder.
- Update the answeras needed. We recommend checking each step in the answer to make sure it is complete and has been personalized to suit your business tone.
- ClickDoneto add it to your answer list. If you are just viewing the answer structure without making any changes, click your browser'sBackbutton to return to the Create answer page.
Updating the standard responses
The Standard responses tab has a number of expandable sections where you can define some default bot responses.
These responses can be activated or deactivated as needed and, in some cases, customized.
These settings are automatically saved, but will not be presented to customers until you publish or re-publish the bot.
The page includes the following response options:
- Start of the conversation, the bot’s initial response when a messaging conversation is started.
- If the bot can't understand a question, the bot’s default response when it cannot determine an answer that matches a customer’s comment.
- If a question matches more than one intent, the bot's response to a comment that matches more than one answer.
- If there's no relevant answer, the bot's response when the customer's comment does not match any answer.
Start of the conversation
When your customers first open a messaging conversation in the Web Widget or your mobile app, they’re met with aninitial welcome message. There are two types of welcome messages:
This section is required, and must be configured before you can publish your bot.
Creating a single answer welcome message
By default, you’re prompted to select an existing answer as the initial message. When the end user first interacts with the bot, the selected answer is sent and does not include a custom message. This option can be used to immediately transfer your customer to an agent, for example.
使用现有的一个swer as your starting answer
- On theStandard responsestab, expand theStart of the conversationsection.
- Make sure theRespond with a messageoption is deselected.
- Use theStarting answerdropdown to select the answer that will welcome your customers when they initiate a conversation.
Creating a custom welcome message
You can also choose to write your own welcome message, followed by one or more of your previously created answers presented to your customers asoptions.
To configure a custom welcome message
- On theStandard responsestab, expand theStart of the conversationsection.
- Make sure theRespond with a messageoption is selected.
- Enter your initial message or leave the default message.
- Use theStarting answersdropdown to select up to 10 answers to present to customers as preconfigured options.
If the bot can't understand a question
You can set up an automatic response to an end user, asking for more information. This response is triggered any time during a conversation if the bot does not understand the end user's comment.
This response is optional, and can be activated or deactivated as needed.
To request clarification
- On theStandard responsestab, expand theIf the bot can't understand a questionsection.
- SelectAsk customer to provide more info or rephrase question.
- Enter your message, or use the default message provided.
If a question matches more than one intent
If an intent that is not associated with an answer is frequently matched to end users' comments, it may be included in the list ofintent suggestions.
After the initial customizable message, the matching intents will be presented to the end user as preconfigured options.
To suggest intents to end users
- On theStandard responsestab, expand theIf a question matches more than one intentsection.
- SelectSuggest matching intents.
- Enter your message or use the default message provided.
If there's no relevant answer
This response, also known as the fallback response, is triggered when:
- There is no answer that matches the end user's question or comment.
- An intent selected by the end user, as part of theIf a question answers more than one intent反应,没有一个相关的答案。
This section is required, and must be configured before you can publish your bot.
To configure the fallback response
- On theStandard responsestab, expand theIf the bot can't understand a questionsection.
- Choose whether you want toRecommend help center articlesbefore the fallback message.Note:This option only appears if you have an active, publicly available help center.
- Enter an initial message, the information offered by the bot if no help center articles are found, or if you do not have an active help center. By default, the bot is configured to sayI didn't get that. Try rephrasing your question.
- Use theAnswersdrop-down to select up to 10 of your already-created answers to present to the customer.This step is optional.
Training your conversation bot
You can teach the bot how to interpret questions asked by the customer during the messaging conversation so they can match and deliver the most relevant answer for a particular question.
When you create or open an answer in the bot builder, you'll see the Configuration panel as usual, but now it will contain two sections:
- Name, a short description of the answer.
- Training phrases, different ways the customer may phrase the question.
In the Training phrases section, you can add up to 100 variations of the question a customer might ask that should result in that answer being offered by the bot.
To create good training questions, keep the following points in mind:
- Questions don’t need toexactlymatch what the customer types. For example, a customer could spell something wrong, or phrase it a little differently and still get a match.
- Avoid the use of generic phrases like “I want to” or "How do I", which can dilute the question's core meaning. For example, instead of using "I want to get a refund", use “Get a refund."
- Do make sure you use necessary basic details. For instance, instead of "Renew", say "Renew membership."
- Do not use unnecessary words, such as "Hi", in a question.
You donotneed to add training phrases in multiple languages.
Updating an existing answer
你可能会发现you need to edit an existing answer in the following ways:
Updating the name or training phrases
You can edit an answer’s name, or add, remove, or edit training phrases.
To update an answer’s name
- On the Answers tab of the bot’s edit page, hover over the answer you want to change and selectEdit.
- In the bot builder’s configuration panel, update the answer’sName.
- ClickDone.
To update an answer’s training phrases
- On the Answers tab of the bot’s edit page, hover over the answer you want to update and selectEdit.
- In the bot builder’s configuration panel, update the training phrases as needed.
- To add a phrase, clickAdd phraseat the bottom of the list and enter the new one.
- To remove a phrase, click the trash can icon next to it.
- 编辑一个短语, update the text in the question’s text entry box.
- ClickDone.
Editing a step in an answer
You can change an answer by editing the configuration details of an existing step. You cannot edit a step's type. For more information on the steps below, seeUnderstanding bot step types.
To edit a step in an answer
- On the Answers tab of the bot’s edit page, click the answer you want to edit.
- Click the step you want to edit. Its details appear in the Configuration panel.
- Edit the elements you want to change.
- ClickDonewhen you've finished making your changes.
Copying and pasting steps in an answer
You can copy a step, or a step and its subsequent steps, and use it elsewhere within the same answer. Steps cannot be copied from one answer and added to another.
Copied steps can only be pasted at the end of a branch in the answer, and that branch cannot currently end with a Transfer to agent step.
To copy a step (or multiple steps) and paste it elsewhere in an answer
- Click the step you want to copy.
- At the top of the step details in the Configuration panel, click theOptionsicon (
) to open the Options menu:
- 选择您的选择:
- SelectCopy this stepto copy only the selected step
- SelectCopy this and following stepsto copy the selected step and all subsequent steps
- Click theAdd newicon (
) at the end of the branch, or theAdd a stepicon () after an options step. - Click theOptionsicon () again, and selectPaste step:
The step is added to the answer's flow.
- Continue editing the answer as needed and clickPublishwhen your edits are complete.
Inserting new steps to an answer
In addition to copying and pasting steps into an answer, you can also insert a step between two existing steps in an answer.
When you add a branching step, such as aPresent optionsorAdd business hours conditionsstep, the subsequent, pre-existing steps will be included under the new step's initial branch.
- Present options: Existing steps are included underOption 1.
- Add business hours conditions: Existing steps are included under theWhen openbranch.
TheTransfer to agentstep type cannot be added to an answer before another step. It can only be included as the final step in an answer.
To add a step into an answer
- Hover over the line between two steps and click theAdd newicon () .
- In the Configuration panel, select the message type you want to insert into the answer, and configure the step as needed.
- Repeat as needed, thenPublishyour updated answer.
Removing steps from an answer
Deleting a step removes all subsequent steps from the answer. If you want to delete a step but retain the subsequent steps, you can copy and paste the subsequent steps later in the answer.
To delete a step in an answer
- On the Answers tab of the bot’s edit page, hover over the answer you want to update and selectEdit.
- At the top of the Configuration panel, click theOptionsicon ().
- Select删除this step. If there are subsequent steps, click删除stepsin the warning box.
- ClickDonewhen you've finished making your changes.
Deleting and deactivating answers
If an answer is no longer relevant or necessary, you have two options for removing it from your bot:
Deleting, which permanently removes the answer from the Answers list.
Deactivating, which removes the answer from the bot, but retains it for future use.
To delete or deactivate an answer
- On the bot’s Answers tab, hover your cursor over the answer you want to remove.
- Click the Row actions icon (
) and select your action:删除orMake inactive. - Confirm your selection.
- The answer is updated according to the selected action:
- 删除removes the answer from the answer list.
- Make inactivechanges the answer’s status to Inactive. You can reactivate the answer from the Row actions icon by selectingMake active.
Publishing answers
Before your new or edited answers are available to your customers, you must publish the bot they’re attached to. SeePublishing a botfor information and instructions.
Answers are not published individually. When you publish the bot, all answers in the Ready to publish state are published as well.Deleting or deactivating an answer is immediate. You do not need to republish the bot.
54 Comments
Hello.
We have noticed that the flow does not start if you receive an image or a voice message as the first message from the client.
Many people do not start a conversation flow by writing a text that says "hello" or another text, they directly send an audio or an image. It would be great if the flow would start automatically when faced with these non-text events. Is it possible to have that improvement?
Agurated your comments to know what to respond to my clients.
Regards!
Daniel.
thank you very much for your suggestion. I assure you, your feedback is heard, and our team will have a look at it.
Best,
Hello Team, we do have different kind of customers (based on class eg., a,b, & c). Is there a way or chance that this Zendesk native bot can identify that?
First thing is the Intent but can't see anywhere if there's like a condition where to set if the customer is for example a VIP.
The bot does not have the capability to determine any form of customer type or tags. You can utilize tags in Flow Builder so that once the ticket has been created on the Transfer to Agent steps, you can use the appropriate triggers that can help with your use case. But if your main goal is to sort customers on the actual Flow Builder, it's not possible.
We just setup a bot. And this enabled messaging for our site. Though previously we were using Chat and Support. So if we were online, customers had the Chat option and we could converse. Though after hours or if not online, they were presented with help and created a ticket for an email. We could then respond in the ticket system or through emails once available.
Now with Answer Bot, I don't see a workflow to allow the customer to be transferred to email support. It just hangs on transferring you to an agent. And they wait indefinitely. How do we creat the flow to let the bot chat us if available or tell them we'll get back to them?
I see your Z Bot does this. Tells us it take 1 to 2 day to respond. I don't know if this is also dynamic so if we're online.
We did already check and made sure our agents were offline in our support.
Thanks,
Martin
Is there a way to have an answer recommend other answers similar to how the fallback standard response works? I don't want to have to build entire flows when an answer is already created for that particular flow, I just want to push users towards self-serving instead of using generic responses to be pushed to our messaging.
Hi, we have a private knowledge base, only accessible by our customers.
Why can't I use knowledge articles within the bot? As we don't want to have our knowledge base worldwide available.
Hi,
Could I set up working hours for chat bot?
Lets say every day 00-08 hours when there is no agent online.
Hey there, so I have 2 questions :
1.Information collecting fields: it would be nice to be able to make them mandatory o no. As in I give the customer the option to give more details, but he can just fill the mandatory ones if he wants (basically same behaviour as in the web form)
2.我想激活的选项”assistant/bot" recommends articles from the helpcenter based on what a customer is typing, however, it doesn't send a "Were these articles helpful? YES/NO" message, so after offering some articles, it's like the conversation ended if the customer doesn't risk himself typing something.. how to avoid that ?
Thanks a lot
In the Agent Workspace, the tickets created viaMessaging are multi-channel, this means that you can change the channel of the Messaging ticket to reach out the customer.
To achieve this, you need to ask the name and email when transferring the end user to an agent, using the Ask for details step.
You can do this even if the customer is requesting to be transferred to an agent outside business hours.
For example, you can create a step with theBusiness hoursstep, this will allow you to transfer the customer when open and when closed, so when you have agents online (open), the bot will transfer the customer to an online agent, if you do not have agents online (closed) you can show a custom message to the customer and indicate that you are not available at the moment and we will contact you via email as soon as possible.
For more information, please review:Understanding answer flow step types
Greetings!
Hello,
When conversation ends with transferto agent , after that bot doesnt response anything. How i can fix this ?
Hello!
I have 100 answers. And I want to add the same scenario (begins with "Was this helpful" block) in each of 100 answers. What is the best way to do it if I can't copying and pasting steps between answers?
At this moment we can only suggest usingCopy this and following stepsoption to simplify your Flow Builder workaround.
Thanks
我发现,自从搬到新的messaging widget with FlowBuilder that AnswerBot barely works at all. In fact, I'll ask a question that is completely unrelated to any of the bots or training questions I've configured and it seems to pick a random bot to dump the customer into. Not a great experience. Is the solution the imagine the infinite number of bots I need to create or is there a way to get AnswerBot to help fill in the gaps?
Hello team,
If I configure "If the bot can't understand a question" response, when will "If there's no relevant answer" response be triggered?
Hei,
I have a chatbot for my website.
I made:
- answer A for first arrival on home page
tree branches 1, 2, 3,
- answer B for general use
tree branches 1, 3, 4, 6
- answer C when the customer visit cancellation policy
tree branches 6
It would be useful to use same "branch" for branch 1 in Answer A and B
It would be useful to allow branch transfers from B to C in case of cancellation.
Having same text on multiple answers allow for errors like having outdated information on one area but not the other.
What solution do you recommend?
We have the exact same issueJeremy
We've raised with our account manager, but in the meantime it means we aren't able to switch this feature on!
Can we use this bot in the unified ioS SDK ? if so how ?
We've hit the 2K steps ceiling but need to add more steps / answers. Is there a way to count the number of steps in each answer without having to manually count them individually? Thanks!
Unfortunately, we do not have a way in the UI to show the number of steps in the bot.
However, we do have a trick (which would still require some manual work) to see the number of nodes in the Javascript network inspector, specifically the first
graphql. To get this, go to your bot Flow Builder, Click the three dots at the upper right corner of your browser, then go to More Tools > Developer Tools > Network tabAhmed Zaid"If the bot can't understand a question" clarification response will occur once, and if an answer can't be found after the end-user has clarified their question, then the "If there's no relevant answer" will be triggered.
JeremyGwyn MaboHave you tried following thesebest practiceswhen adding training phrases to the answers? This should improve the quality of question-answer match performance.
Blazer, Victoria AWe have an update coming soon displaying the number of steps on the flow canvas. Longer term we will look to optimise our services and increase the step limit.
Hi Lisa, thanks and yes we have! No matter how good the training phrases are, if the end user types something in, it puts them into a random unrelated flow. Zendesk have acknowledged that there's something going wrong, but haven't fixed it yet.
Hi
I agree with拉斐尔Peguet——Officers.fr. The answers seem to be offered in the order that they were created. I can't find any mention of this apart from:
I'm not sure I understand this comment. It would be great if we could simply order the answers in the setup tab under Suggest answers (up to 10) section. Unfortunately, to get the order I want, I have to recreate the entire bot and answers (we have multiple) to simply re-order how they appear to an end user....I think you can agree how bad this experience is.
Also, testing the bot needs lots of work. As far as I can tell, if you are not using messaging for brands that are currently using the classic web widget, there is no way to test the bot. Preview doesn't cut it and having to create a brand to test is very frustrating, especially if you have article steps in the flow that offer articles that are not in the new 'test' Brand. You have to go back and select articles that are in the test Brand...which we have LOTS! Again, terrible experience.
Bots still needs a lot of work.
Hi, I can't see any mention of the "training phrases" in the chatbot builder. Is this removed in newer versions?
Pleasesign into leave a comment.