You can build and deploy a bot using the bot builder and make it visible on your social channels to start deflecting those commonly asked questions.
This article includes the following topics:
Before you begin
- Connect your social messaging channels(seeAdd you social channels). Note that each available social channel has its own enabling instructions. You can add a bot to any social channels that are connected to your Zendesk account.
- Create a conversation botusing the bot builder (seeCreating a new bot). When you publish the new bot, you’ll be able to select the social messaging channel(s) you want to connect the bot to.
Adding a bot to active social channels
You can add a bot you’ve already created to your social channel.
Adding an unpublished bot to social channels
If you choose to add a bot to a social channel that iscurrently unpublished, you can publish the bot to your social channel.
To publish an unused bot to a social channel
- InAdmin Center, click theChannelsicon (
) in 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.
- Make any necessary changes to the bot answers, then clickPublish bot.
- In the channel selection screen, select one or more channels to connect to your bot, then clickPublish to selected channels.
Adding a live bot to your social channels
If you have published a bot to a web or mobile channel and want to now deploy that bot to social messaging channels, you can do so in the bot’s settings.
To add a live bot to a social channel
- InAdmin Center, click theChannelsicon () in 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 use and clickSettings.
- In theGeneraltab, select the channels you want to connect to the bot.
- ClickSave.
Removing a bot from social channels
You can remove a bot from a social messaging channel if you no longer wish to use it.
To remove a live bot from a social channel
- InAdmin Center, click theChannelsicon () in 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 use and clickSettings.
- In theGeneraltab, deselect the channels you want to remove.
- ClickSave.
Functionality differences from web and mobile messaging
Bot builder on social channels has the following differences in functionality than compared to native channels:
- Data capture. Data capture is not available on social messaging channels. If your bot's answers include theTransfer to agentstep and custom fields , the custom fields will not be displayed to end users. The bot will skip any data capture steps before transferring the conversation to an agent.
- Quick reply options experience. For channels like WeChat, quick reply options aren't supported, and will degrade to a text-based experience to list the options for the user. The bot will say “You can say” followed by the options configured in the bot builder. The bot can't be configured per channel at this stage and will be enabled across all Zendesk integrated social channels, including Sunshine Conversation integrations.Note:Quick reply options are currently available on WhatsApp usingSunshine Conversations integrations.
- Greetings.On social channels, the bot is not able to send the greeting message to begin a conversation. The user must speak first, and then the bot will follow normal behavior when receiving a free-text message and attempt to find a conversational shortcut.
- The same bot will be shared by all channels within a brand. You can’t have different bot experiences on different social channels to your Web Widget, if those channels share the same brand.
- Intent characters limitation. The Bot intent title and the presented options for social media have to fit the limit of 20 characters.
- Authentication and messaging metadata variables.Messaging authenticationandmessaging metadata variablesare only available for the Web Widget and mobile SDK channels.
For a summary of all social channel capabilities, seeSunshine Conversations: Channel capabilities.
36 Comments
Love this idea! I understand that if this feature is toggled on for 1 brand, then flowbuilder will be available on all social channels, but if you are using multibranding, can some brands use this feature and others not?
Will help center articles be available to be viewed in social media as well?
Hi Jordan,
Thank you for raising that up! we appreciate it. I had flagged this article and raise your inquiry to our Team. The article will be updated once further information is available regarding this EAP.
Hi there!
I just got now this Early Access Program but it seems that is not following the same structure of chat bot, the options seems broken and is very hard to our customer understand which option he can choose
As you can see, the option looks great on our website, but on whatsapp is not elegible to use on that way.
Our operation is affecting at this moment and our customer cannot contact us, this is a huge problem!
We need to disable this program right now, this is possible? I'm kindly asking too, if is not possbile to disable that, please do an update on this system to looks like the same chat bot.
Hi Erik, just a reminder – please leave your feedback onProductboard. Thanks!
Just signed in on the EAP. Waiting to be accepted. Love this option
Can you share a tip, how to make bot to react properly to the conversation start?
When we start conversation in a web widget, the bot reacts proactively so users can see icebreakers options straight away.
Yet when using social messaging, the bot does not start by itself, so conversation starts like that:
1. User: Hello!
2. Answer bot: Sorry I do not understand. Please rephrase or
(Start Over)
3. User: Start Over
4. Answer Bot: Please choose your issue (billing) (other)
Is there a way, for the bot to skip to the root tree element (4) when receiving greeting from user or even start proactively in Twitter and other channels, that support it?
这种行为我s happening on an EAP I'll mark this as a feedback. Our options to troubleshoot its functionality is limited right now. Rest assured, our Team will look into it for further improvement.
same here asAnton M.explained, very weird the bot flow starts even before the actual flow starts which is make it an inconvenient and unpleasant experience for the customers.
In the article above:
Is this accurate with the EAP? I seem to be able to create multiple different bots within the same brand now (although I have not yet tried to publish more than one).
Thanks!
Following up on my comment above, I did a quick test, and it seems I was able to create 2 different bots for the same brand, and assign them to unique messaging channels, as shown here.
Totally agree on with whatAnton M.explained above. The current flow is very strange. Hope this gets improved very soon!
Hello team,
I am wondering if there is a way to hand over the conversation from the agent workspace back to the answer bot. If the conversation ticket is solved, but not closed, every new message on social (as tested on messenger) reopens the ticket instead of starting a new conversation.
As a workaround, we add a tag that fires a trigger to close the ticket. But it feels like an essential feature is missing where the conversation simply cannot be ended by the agent.
Ahmed Zaid
You can try to use the following string. Though I'm not sure if it'll work in your setup.
%{{switchboard:passControl}}%Anton,
That is brilliant. Thanks a lot.
This works for me on a demo instance that has SunCo subscription. I wonder if it works for accounts without SunCo too.
Hola buenas tardes comunidad,
Tengo un problema con mi bot, construí mi bot para dar respuesta por WhatsApp (Cuents verificada) sin embargo cuando lo publicó el bot no funciona y aparte no me llegan los mensajes de WhatsApp a mis citas, ayuda ¿Que estaré haciendo mal? Antes si me había funcionado y de repente dejo de funcionar
Kevin ForeroTry to open your bot setting and check if it's connected to your WhatsApp channel. If you can't see WhatsApp channel there, make sure that the bot and WA channel are linked to the same brand.
AntonGracias por responder, si ya verifique y en realidad sólo tengo una Marca, apenas llevo 7 días con Zendesk, igual verifique y todo esta conectado a la misma Marca, y el bot sigue sin funcionar
Hello
I activated messaging to start using chatbot again but it doesn't work on WhatsApp at all, evenI make WhatsApp to be connected channel on the botbut it doesn't work at all, and the worst thing is that when I tested it, the chatbot was not work well and customer keep talking but we did not get tickets to reply back, because of the chatbot was not working well( no options appears to the customer even if customer want to talk to an agent or any other options)因为聊天机器人是活跃在WhatsApp我们不娱乐eive customer ticket but at the same time chatbot doesn't work or appear options to the customer, so customer keeps talking with himself because we don't receive a ticket to reply back because chatbot is active as well as chatbot doesn't present options to customer , lets say chatbot did not appear answers , why we cant get ticket then to reply it, and because chatbot is active on WhatsApp but doesn't work when I turned it off from WhatsApp, the customer starts able to talk with us again
I see similar cases with other Zendesk users
Tengo el mismo caso deMalaak JawadMalak Jawad¿Existe alguna soluciona para este problema?
I would like to capture using Bot, Data such as Email and Full name on social channels but it seems no data capture is supported. Is that correct?
ZekeI didn't Succeeded too.. but I succeeded showing "options buttons" and articles.
@Zendesk is there a date where you think you will be able to show fields to be filled by the customer in social channels please?
Best regards,
Raphaël
Can you give me more details on what doesn't work with whatsapp regarding data capture?
Maybe an example of what I wouldn't be able to do?
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.
For the limitations of Flow Builder in Social Channels, please refer toFunctionality differences from web and mobile messaging.
Hi Daniel,
As of the moment, our bot can only work on with phrases. What you can do is to immediately present options to your customers so that they will have to choose their concern first before they even attach a file. Please refer to the screenshot below.
These are called intents/answers. Please refer toBuilding a bot using answers.
Need Help in configuring Answer Bot
Can you confirm what questions you have around setting up Answer Bot?
Thanks in advance!
Hi! I need help from creating bot work flow. I included "ask details" on the flow with three fields needed to be fill up by the end user but upon testing and trying it, the fields are not showing.
It skips the "ask details" and just proceed to the message. Can anyone help me with this?
I'll create a ticket a ticket for you to work on your concern. Please wait for my update via email and let's start from there.
HelloDane,
We know the limitation of Flow Builder on Social Media especially to capture info such as name, email, booking reference, etc.
这个缺失的功能是防止我们to use Flow Builder on Social Media as we don't want our agents to copypaste this info in Zendesk while it could be done automatically by the Bot.
Do you have any visibility on when the capture feature will be available on Social Media channels ?
Thanks
HelloDane,
Same problem happened to me too the "Ask for Details" doesn't work on Social Channel.
Can you help me on this one ?
Thank you.
Pleasesign into leave a comment.