Zendesk AnswerBot Handover to Third-Party Bots
Is it possible for Zendesk AnswerBot to handover to a third-party bot?
While it is technically possible to have both Zendesk AnswerBot and a third-party bot activated on the same Zendesk instance, the handover between them is not natively supported. The third-party bot must be compatible with Zendesk's native bot for this to work.
Currently, Zendesk AnswerBot can only hand over conversations to an agent. However, if a third-party bot developer can configure their bot to be recognized as an 'Agent' by the system, a handover might be possible. For more complex handover scenarios, building a custom bot using Sunshine Conversations could be a solution.
More related questions
What are the requirements for managing third-party bots in Zendesk Admin Center?
To manage third-party bots in Zendesk Admin Center, your account must meet specific requirements. You need to have, or be eligible for, a Sunshine Conversations license, which is included in Zendesk Suite Professional, Enterprise, and Enterprise+…
How do I select and install a third-party bot in Zendesk?
Selecting and installing a third-party bot in Zendesk is a straightforward process. You can either find a bot in the Zendesk Marketplace or locate and configure it from an external source, such as the bot’s webpage. Each bot will provide specific…
How can I connect a third-party bot in Zendesk Admin Center?
Connecting a third-party bot in Zendesk Admin Center allows it to become the first responder in customer conversations. To connect a bot, navigate to the Admin Center, click on Channels in the sidebar, then select Bots and automations > Bots. Click…
What happens when I disconnect a third-party bot in Zendesk?
Disconnecting a third-party bot in Zendesk is simple, but it affects your messaging functionality. When a bot is disconnected, your default messaging response becomes the first responder for customer interactions. The previously connected…
How do I uninstall a third-party bot from Zendesk?
Uninstalling a third-party bot from Zendesk removes it from your account but does not cancel any related subscriptions. To uninstall a bot, go to Admin Center, click Channels in the sidebar, then select Bots and automations > Bots. Click Manage…
Can I use multiple third-party bots in Zendesk?
Currently, Zendesk does not support the use of multiple third-party bots simultaneously. Connecting more than one bot can lock the UI, and if you have installed multiple bots, you should contact Zendesk Customer Support for assistance. While some…
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