What is Answer Linking in Zendesk Bots?
What is answer linking in Zendesk bots?
Answer linking is a new feature in Zendesk bots that allows you to connect one answer flow to another. This feature helps reduce duplication of steps across your bot configuration, making it easier to build and maintain bots. It also provides a seamless way for customers to restart a bot conversation or return to a main menu of options.
With answer linking, you can add a "link to another answer" step at the end of answer branches. This step can link to another answer from a list or to the bot’s standard greeting message. This change is part of Zendesk's ongoing efforts to make bots more flexible and easier to configure. For more details, you can check theoriginal announcement.
More related questions
Why did Zendesk introduce answer linking?
Zendesk introduced answer linking to make bot building and maintenance easier and more flexible. This feature addresses the challenge of creating bots without duplicating steps across answers, which can be difficult to maintain when updates are…
How can I use answer linking in my Zendesk bot?
To use answer linking in your Zendesk bot, you don't need to take any specific action. The feature is available in the bot builder step menu and can be added at the end of answer branches. You can select an answer to link to from a list or link to…
Can I link multiple answers to one intent in Zendesk bots?
Yes, you can link multiple answers to one intent in Zendesk bots. You can set up a "main menu" answer flow as the starting point for bot conversations and offer a series of common topics as options, linking to separate answers for each. This setup…
What are the limitations of answer linking in Zendesk bots?
Currently, answer linking in Zendesk bots has some limitations. Variables and tags cannot be carried across linked answers, although this feature is expected in a future release. Additionally, linked answers cannot be placed in the middle of a…
How does answer linking affect bot deflection metrics in Zendesk?
Answer linking can impact bot deflection metrics in Zendesk. Currently, if a customer follows a flow that includes a linked answer, the deflection metrics are recorded for the linked answer, not the originating answer. This means that while answer…
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