Understanding Zendesk Bot Answer Step Types
What are the different step types for bot answers in Zendesk?
Zendesk offers a variety of step types to build effective bot answers. These steps include sending messages, presenting options, showing help center articles, adding carousels, asking for details, checking if a question is resolved, making API calls, transferring to an agent, branching by condition, adding business hours conditions, linking to another answer, and setting variables. Each step type serves a unique purpose in guiding the conversation and enhancing user interaction.
For instance, the 'Send message' step allows you to insert predefined text into a conversation, while the 'Present options' step provides quick reply options for users. The 'Show help center articles' step can present up to six articles, and the 'Add carousel' step displays informational panels with links. These steps can be configured in the bot builder to create a seamless and informative user experience. For more details, you can check theoriginal documentation.
More related questions
How does the 'Send message' step work in Zendesk bot answers?
The 'Send message' step in Zendesk bot answers allows you to insert a predefined piece of text into a conversation. This can be used for greetings, providing useful information, or responding to user queries. Once the message is displayed, the…
What is the 'Present options' step in Zendesk bot answers?
The 'Present options' step in Zendesk bot answers provides quick reply options for users during a conversation. You can create these options manually or dynamically using API data. This step allows users to select from up to 10 preconfigured…
How can I use the 'Show help center articles' step in Zendesk bots?
The 'Show help center articles' step in Zendesk bots allows you to present up to six help center articles to users during a conversation. This step is useful for providing detailed information and resources directly within the chat. You can…
What is the purpose of the 'Add carousel' step in Zendesk bot answers?
The 'Add carousel' step in Zendesk bot answers displays an array of up to 10 panels that users can scroll through. Each panel can include a title, URL, and button link, making it an interactive way to present information. Carousels can be used to…
How does the 'Ask for details' step function in Zendesk bots?
The 'Ask for details' step in Zendesk bots is designed to collect information from users during a conversation. This step can include custom text and drop-down ticket fields to gather data such as names, emails, and other relevant details….
What is the 'Ask if question resolved' step in Zendesk bot answers?
The 'Ask if question resolved' step in Zendesk bot answers is used to determine if a user's issue has been resolved. It presents a question followed by two quick response options, allowing users to indicate whether their problem is solved or if…
How can I use the 'Make API call' step in Zendesk bot answers?
The 'Make API call' step in Zendesk bot answers allows you to integrate external data into your bot conversations. This step can retrieve information from external systems or send data to endpoints like Google Analytics. It's particularly useful…
What does the 'Transfer to agent' step do in Zendesk bot answers?
The 'Transfer to agent' step in Zendesk bot answers escalates the conversation to a human agent. This step is used when a user's inquiry requires personal attention or cannot be resolved by the bot alone. Before transferring, you can configure a…
How does the 'Branch by condition' step work in Zendesk bot answers?
The 'Branch by condition' step in Zendesk bot answers allows you to add conditional logic to the conversation flow. This step evaluates variables against set conditions to determine the next steps in the conversation. You can create up to six…
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