Agent vs. Bot Responses in Zendesk Messaging
How do agent and bot responses differ in proactive messaging?
In Zendesk's proactive messaging, you can choose between agent and bot responses, each offering a different customer interaction experience.
Agent responses involve composing a short text-only message and optionally requesting the customer's name or email before handing off the conversation to a live agent. Bot responses, on the other hand, allow you to connect the message to an answer in an active, published bot, which then manages the conversation. This choice affects how the customer interacts with the message and the subsequent conversation flow. For more information, see theoriginal documentation.
More related questions
What is proactive messaging in Zendesk?
Proactive messaging in Zendesk allows you to initiate conversations with customers automatically based on specific conditions you set. This means you don't have to wait for customers to start the conversation. Proactive messaging can be used to…
How do I set up a proactive message in Zendesk?
Setting up a proactive message in Zendesk involves several steps to ensure your message reaches the right audience at the right time. First, add the proactive message to create a framework and add it to the Proactive messages list. Then, compose…
What are the requirements for using proactive messaging in Zendesk?
To use proactive messaging in Zendesk, your account must meet certain requirements. You need to have the Agent Workspace and Messaging activated. Additionally, you must have at least one messaging Web Widget or mobile SDK channel to publish a…
What are the limitations of proactive messaging in Zendesk?
Proactive messaging in Zendesk comes with a few limitations that you should be aware of. Currently, proactive messages are only available for the Web Widget and Mobile SDK messaging channels. They are not supported for third-party bots or social…
What is the customer experience like with proactive messages?
The customer experience with proactive messages in Zendesk varies based on whether you use an agent or bot response. For agent responses, a message appears above the messaging launcher button, and customers can choose to provide requested…
How can I manage proactive messages in the Zendesk Admin Center?
The Proactive messages page in the Zendesk Admin Center is your hub for managing proactive messages. Here, you can view a list of existing messages, each with details like name, status, channel, and engagement metrics. You can edit, clone, publish,…
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