Manage Multiple Intents in Zendesk Bot
How does the Zendesk bot handle questions that match multiple intents?
When a question matches multiple intents, the Zendesk bot can suggest up to three possible intents for the user to choose from. This feature is available if your account has a matched intent model. You can configure this in the Behavior tab under the If a question matches more than one intent section. If you prefer, you can turn off this option, and the bot will automatically use the intent with the highest confidence score.
More related questions
How can I customize the standard responses for my Zendesk conversation bot?
You can easily customize the standard responses for your Zendesk conversation bot to better suit your needs. To do this, navigate to the Admin Center, click on Channels in the sidebar, and then select Bots and automations > Bots. From there, click…
What are the standard responses available for a Zendesk conversation bot?
Zendesk conversation bots come with several standard responses that you can customize. These include the initial greeting when a conversation starts, responses when the bot finds relevant articles, feedback responses after the bot answers,…
How do I set up a welcome message for my Zendesk bot?
Setting up a welcome message for your Zendesk bot is straightforward. Go to the Behavior tab in the bot settings and expand the Start of the conversation section. You can choose to send a greeting and suggest answers or start with a specific…
How can my Zendesk bot use help center articles to answer questions?
Your Zendesk bot can leverage help center articles to provide answers to customer questions. In the Behavior tab, expand the If the bot finds relevant articles section. You can choose to generate AI replies, recommend articles, or not answer based…
What should I do if my Zendesk bot needs clarification during a conversation?
If your Zendesk bot needs clarification during a conversation, you can set up an automatic response to ask for more information. In the Behavior tab, expand the If the bot needs clarification section and select the option to ask the customer for…
What is the fallback response for a Zendesk bot and how do I set it up?
The fallback response is used when the Zendesk bot can't find an answer to a customer's question. To set it up, go to the Behavior tab and expand the If the bot can't understand a question section. Enter a message for when no help center articles…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
