Creating a custom answer for your Zendesk conversation bot is a straightforward process. You can start by building an answer from scratch, which involves defining steps that dictate how the bot responds to customer queries.
To create an answer, navigate to the Admin Center, select 'Channels' in the sidebar, then go to 'Bots and automations' > 'Bots'. Click 'Manage bots', choose the bot you want to edit, and go to the 'Answers' tab. Click 'Create answer', then 'Build your own answer'. Enter a descriptive name for the answer, add training phrases to help the bot understand customer questions, and build out the bot's response by adding steps. Once done, publish the bot to make the new answer available. For more details, check theoriginal link.
Training phrases are essential for teaching your Zendesk bot how to interpret customer questions. They help the bot match customer queries to the most relevant answer. When creating an answer, you can add up to 100 training phrases. These phrases…
Using templates to create answers in Zendesk bots can save you time and provide a solid starting point. Templates come with a complete answer framework that you can customize. To use a template, go to the Admin Center, select 'Channels', then 'Bots…
Adding or removing steps in a Zendesk bot answer allows you to customize how the bot interacts with customers. Each answer must have at least one step. To add a step, open the answer in bot builder, hover over the line connecting two steps, and…
Zendesk conversation bots have specific limits on the number of steps and answers you can create. Each bot can include up to 2,000 steps and 500 answers. These limits ensure that your bot remains efficient and manageable. When building your bot,…
Publishing a new or edited answer in Zendesk bots is essential to make it available to customers. After creating or editing an answer, it will appear in the 'Ready to publish' status. To publish, go to the bot in the Admin Center, and click…