Use Help Center Articles in Zendesk Bot
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 on articles. If you opt for AI-generated replies, the bot will use your help center content to create concise answers. Ensure your help center permissions are set correctly to control which articles are suggested.
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…
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…
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…
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…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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