Data Capture Limitations on Social Messaging Channels
Why can't my bot capture data on social messaging channels?
Data capture is not supported on social messaging channels in Zendesk. This means that any bot steps that request information from the customer, such as 'Ask for details', will be skipped.
This limitation is due to the current functionality differences between social channels and native web or mobile channels. While this feature is on the roadmap for future updates, it is not available at the moment.
More related questions
How do I add a bot to my social messaging channels using Zendesk?
To add a bot to your social messaging channels, you first need to connect your social channels and create a bot using Zendesk's bot builder. Once your social channels are connected, you can publish your bot to these channels. In the Admin Center,…
Can I remove a bot from a social messaging channel in Zendesk?
Yes, you can remove a bot from a social messaging channel if you no longer wish to use it. In the Admin Center, click the Channels icon, then select Bots and automations > Bots. Click Manage bots, select the bot you want to use, and in the Settings…
What are the functionality differences for bots on social channels compared to web and mobile?
Bots on social channels have some functionality differences compared to web and mobile channels. For instance, data capture is not available on social messaging channels, meaning steps that request information from the customer will be skipped….
How can I publish an unpublished bot to a social channel in Zendesk?
To publish an unpublished bot to a social channel, navigate to the Admin Center and click the Channels icon. Select Bots and automations > Bots, then click Manage bots. Choose the bot you want to publish, make any necessary changes, and click…
Can I add a live bot to social messaging channels in Zendesk?
Yes, you can add a live bot to social messaging channels. In the Admin Center, click the Channels icon, then select Bots and automations > Bots. Click Manage bots, select the bot you want to use, and in the Settings tab, expand the Channels…
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