Are you going to integrate your chatbot project with Zendesk, Zendesk Chat, and Zendesk Guide? You can get from zero to hero with our Basic Zendesk Bot Template.
To access the Template, please click here and select the Basic Zendesk Bot Template in the Template overview on top of the Bot List page you will land on (above the fold).
After setting up your bot, it will search your Help Center for relevant articles based upon your end-users questions and offer them additional support either through tickets or chat. Here is an overview of its capabilities:
- Use metadata from your Zendesk widget Pre chat form
- Present relevant articles from your Help Center
- Measure CSAT and offer additional support
- Handover to support by ticket or chat
- Understanding end users' needs with the help of NLU
To access the Template, please click here.
In this article, we will cover the following:
- Different Color Framings
- KPI Tag Indications
- Selected Module Configurations
- Global Connections Configuration
Different Color Framings
On the bot building canvas, you can find several Modules in different color framings. Each color stands for a specific Module category or group. The overview of the color framing can be found on the left sidebar. From here, you can manage the visibility of selected groups.
|Start||Introduction to the bot conversation followed by a CTA that encourages end-users to ask a question.|
Modules that are triggered after the bot performed a Help Center search upon the end-users preliminary question.
If any article is found, the bot will display the most relevant and then ask for feedback.
|Fallback||Modules that are triggered when the bot cannot understand the end user's input. Read this article for more explanation: Fallback module|
If end-users request ticket support, this flow will create a ticket with their preliminary question and meta-data collected from the pre-chat form.
If any comments need to be added, the ticket can easily be updated.
If end-users request live support, this flow will check agent availability and perform a handover if possible. Read this article for more explanation: Bot takeover in Zendesk
|Exit||Any Module that relates to the end of a specific conversation|
KPI Tag Indications
You can find Key Performance Indicator (KPI) tags assigned to specific Modules.
- Webhook KPI tag: Indicates in which Module a Webhook must be implemented in Module Connections.
- Start KPI tag: Shows the Starting Module. It is important that the checkbox "Make bot start message" is ticked in this Module's Message tab.
- Handover KPI tag: Points to Modules in which a transfer to a real person happens. This transfer can either be connected to live chat or create a message to be received by human agents.
- Fallback KPI tag: Marks Fallback Modules triggered whenever the bot does not understand the end user's input.
- KPI tag 4: Set for Module categories that contain organization-specific content. You may cluster this content following the Domains you have defined for your bot.
- KPI tag 5: Find out how many visits lead to a feedback rating
- KPI tag 6: Analyse how many users rated an answer as helpful (positive feedback)
- KPI tag 7: Analyse how many users rated an answer as not helpful (negative feedback)
We can now take a closer look at some Module configurations.
Selected Module Configurations
To ease your platform navigation, use Control+F (or Command+F on the Mac) and look for the specific Module titles as listed below.
The purpose of this Module is to collect your chatbot visitors' meta-data from the pre-chat form, which is set under connections.
When using the Zendesk Widget your bot does not start unless it is prompted by the end user to do so - find a thorough explanation in this article.
If you do not use the Pre-chat form to collect end-users name and email, we suggest adding modules to your canvas that collect these.
The chatbot visitor is welcomed and introduced to your chatbot.
Expectations are essential to align early, why the fact that short and straightforward visitor messages are preferred is being mentioned.
|Help Center search||
The chatbot visitor is asked to phrase the question, which will be used for performing a search in your help center.
Note that a feature called variation is used here, as the chatbot visitor is likely to come back to this Module. By using the variation feature, you give the bot answers a more human touch.
The Modules in the welcome flow are separated so that they can be triggered individually later on.
|Help Center results||
If no results are found in your Help Center or end-users report results non-useful, human support is being offered.
Besides your welcome flow, end-users can be sent to the Fallback Module if it´s set as the fallback on individual Modules.
Note that the Fallback Modules are not showing a dotted line in between. The reason for the missing line is that each Fallback Module is connected with the following one by being part of the previous Module's Fallback:
Looking at each Fallback Modules' Connections will make this configuration clearer.
|Create ticket with new/preliminary question||
If support is preferred through ticket one will be created. Passing the preliminary question from your chatbot to the Zendesk environment. If no preliminary question exists yet, it will be captured in the Module Create ticket with new question.
In case end-user do wish to add comment to the newly created ticket, this can be easily done in this module.
|Check chat availability||
For end-users who prefer chat support, a webhook will first check if any agents are available. If true, the bot will perform a handover to your chat department.
If any agents are available, the end-user will need to confirm the chat before the handover is trigged.
When agents ends the chat, you can set the bot to jump back into the conversation and takeover.
It´s pretty simple, if you follow these steps:
To check if the Webhooks have been executed correctly, we recommend you insert "Real Fallbacks". Read the article "Real Fallback" for Webhook Failure to learn more.
Global Connections Configuration
If you are in doubt about the general functionality of Global Connections, learn more about it in this article: Basic Insights on Global Connections
Note that in the Support Bot Template, Module Connections are preferred over Global Connections. This means that Global Connections are trigger if not Module Connection applies to the specific end user's or system (in case of third-party integrations) input.
The Basic Support Bot will understand the following Intents at any point of the conversation if Global Connections are not deactivated:
- "Speak to a Human"