Help with bots and automation
Articles about Answer Bot management and utilization, general questions about Answer Bot functionality, and common issues that come up while using the bot.
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What happens when an Answer Bot trial expires?
Question What happens when an Answer Bot trial expires? Will I need to update my Answer Bot triggers? Will I lose all... -
Can autoreplies suggest community posts?
Question Can autoreplies make suggestions from community posts? Answer No. Zendesk bots can only suggest articles tha... -
Which user is assigned to the ticket when it's solved through autoreplies?
Question When autoreplies solve a ticket, which of my agents gets assigned to it? Answer Autoreplies bypass the requ... -
Why are images broken in an article suggested by the bot?
Question Why are images broken in an article suggested by the bot? Answer If an article is restricted, the email clie... -
Can I have a bot-only widget?
Question I only want my customers to interact with autoreply. Can I use Zendesk Chat without needing to have my agent... -
Workflow: How to create a condition in the bot builder to check when no agents are available
In this workflow, you'll learn how to create a conditional flow based on agent availability to check if a message was... -
How can I use bot builder to capture data in a conversation bot?
Question I want to collect the information from a user's bot interaction and save it within the ticket. How can the b... -
Why can't I see the full bot conversation at the start of a messaging ticket?
Question When a new messaging ticket comes in, the bot conversation history doesn't include all the steps the user we... -
How can I improve my messaging bot to find the match I expect?
Issue symptoms Why doesn’t the messaging bot find the answer or article I expect, when a user types a certain phrase ... -
How can I turn off article suggestions on the bot builder?
Question Can article suggestions be turned off from the bot builder? Answer Yes, you can turn off article suggestions... -
Is there a character limitation on the Transfer to agent step in bot builder?
Question Why is my text cut off on the Transfer to agent step of my answer flow? Answer This step has a 101 character... -
Can I use a Zendesk bot and a third-party bot in Web Widgets of different brands?
Question Can I use a Zendesk bot and a third-party bot in Web Widgets of different brands? Answer When you install a ... -
My bot sends messages in active conversations between my agent and customer
Question Why is the bot sending messages in the middle of an active conversation between an end user and an agent? An... -
What happens if I remove a switchboard integration within Sunshine Conversations?
Question I'd like to remove a switchboard integration within the Sunshine Conversations platform. What would happen? ... -
How can I use the API after I migrated from Sunshine Conversations to Zendesk Suite?
Question After moving to Zendesk Suite, I am unable to use the Sunshine Conversations website for my WhatsApp channel... -
Why did my trigger for incoming calls act on voicemail tickets?
Question I created a trigger for incoming calls. However, I noticed it acted on voicemail tickets. What caused this b... -
Can Advanced AI respond to emails with a generative reply?
Question Can I use Advanced AI to generate a reply to customer emails? Answer AI-generated responses are not availabl... -
Why does the bot recommend articles or generate a reply the second time the same question is asked?
Question I noticed the bot only recommends articles or generates a reply when an end user asks a question twice. What... -
Can the generative AI tools and search for help center read through the content of attachments?
Question Are the generative AI tools for help center and generative search for help center capable of returning conte... -
Can AI agents scan and interpret attachments in conversations?
Question Can AI agents scan and interpret attachments in conversations? Answer AI agents process only the text in con... -
Why do messaging conversations contain old and previous messages?
Question How come my customer messaging conversation includes ten old messages? Answer Bots consider a conversation e... -
Workflow: Notify customers of business hours when no agents are online (Legacy)
This article describes functionality available only to customers who had a drafted or published AI agent as of Feb... -
Do autoreplies for emails read the subject and description or just the subject?
Question Do autoreplies for emails read the subject and description or just the subject? Answer Autoreplies analyze a... -
Why isn't the AI bot providing the correct answer or article?
Question Why isn't the Zendesk AI bot providing the correct answer or article in the Web Widget? Answer Before the bo... -
How can I create bot responses to words such as hello and thanks?
Question In messaging, I noticed my bot doesn't respond when customers write hello or thank you. How can I create res... -
What changes on my account when I migrate to automated resolutions?
Question What’s changing on your account if you use Answer Bot resolutions after migrating over to outcome-based pric... -
How can I identify the user or create a ticket for an unresolved conversation?
Question I reviewed AI agent conversation transcripts but want additional information about the user involved in an u... -
Error: One or more intents are not available any more
Issue symptoms When I create answers in my conversation bot, I see this error: One or more intents are not available ... -
How can I choose which page the bot appears on?
Question Can I decide which page of my website the bot shows? And how does the bot interfere with messaging? Answer T... -
Can I recover or undo deleted conversation steps?
Question I deleted a large number of steps in my conversation bot. Is there a way to undo this? Answer Once you delet...