Setting up bot handover

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13 Comments

  • Chris Nicholson-Doyle

    How are bots configured? Is this an external application?

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  • Darren Hua

    Yes, is this an external application or something that is set up through facebook or twitter?

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  • Ramin Shokrizadeh

    The bots are not handled by us, this is just settings to handle the handover between the bot and the agent based on what string is sent. If the string is detected, it will show the conversation in the list for agents to pick up from.

    If you want to build a Messenger bot, you will need to build it using a 3rd party service like reply.ai or https://dialogflow.com/

     

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  • Darren Hua

    Thank you for the reply and clarification and also suggestion. :D

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  • ankit

    I can't see the integrations tab in my account

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  • Ramin Shokrizadeh

    Hi Ankit, make sure you are using the Message dashboard and not the Chat dashboard. You can go there directly by visiting https://message.zopim.com/settings/facebook and selecting the profile and then the integrations tab.

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  • ankit

    Thanks a lot Ramin.....I have done the integration with my facebook bot (dialogflow) but nothing is coming through to Zendesk

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  • Ramin Shokrizadeh

    Can you email chat@zendesk.com and somebody from the advocacy team will help troubleshoot your issue? Thanks

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  • ankit

    I was able to setup the bot handover from facebook to Zendesk message....there is a problem though....once the handover is done to Zendesk message based on the trigger....the bot still replies to the message....shouldn't the bot remain silent until the conversation handed over ?

     

    Note: im currently using the bot in developer mode

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  • Sagar Bhatanagar

    Hi Ankit , I am facing the same problem as yours , bot still replies after the transfer . Did you find any solution

     

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  • ankit

    Hi Sagar,

     

    We have created our own chat platform with integration to bots. 

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  • Elaine Victory

    Can we set up Answerbot in Message the same way we use it in the Web Widget?

     

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  • Ramin Shokrizadeh

    Hi Elaine,

    Currently, Answer Bot is not available in social channels. The Answer Bot APIs are in early access now and in theory you could build a bot in the Messenger platform that uses the APIs.

    You can get more information on the Answer Bot APIs here: https://developer.zendesk.com/rest_api/docs/answer-bot-api/introduction

    Thanks,

    Ramin

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