How to start with Zendesk Flow Builder
Flow builder is a click-to-configure tool that lets your customers control the entire conversation between Answer Bot and end-users.
What is important to take from this read?
Answer Bot is the 1st Responder
Answer Bot is the 1st responder for Zendesk messaging. Answer Bot is a great way to drive adoption of Zendesk messaging.Flow Builder is FREE
Answer Bot for messaging is available to every account with 1 Support + Chat Seat (or 1 Suite Seat).Primary Use Cases - 24/7 support, ticket deflection, and data collection for added context & use in business rules.
In Q4 2020 Zendesk introduced Zendesk messaging. There is an Opt-in experience for Support + Chat and Suite customers with Agent Workspace
Zendesk messaging...
Let's you add support to your website or mobile app
Is an improvement on our existing live chat product
How businesses deliver rich, modern, and automated conversational experiences
Automate messaging conversations with…
Flow Builder
Unlimited usage until Q2 2021 (exact date to be debated)
Usage based pricing to follow based on Monthly Active Users (MAU).
Answer Bot is now…
The 1st responder to all conversations on Zendesk messaging
Deflecting more questions, and helping with seamless escalations
Configured with clicks, not code
Answer Bot + Flow Builder = Automation on Zendesk Messaging
Higher CSAT
Instant answers for customers, available 24/7, customized to reflect your brand
More Productive Agents
Collect essential info to automatically categorise and route issues so agents have the context required to dive straight into helping
Reduce Costs
Decrease the average cost per customer contact by deflecting common questions with automation
Customize
Say “Hello” using your brand’s personality by writing out your own greeting message and choosing your own logo.
Build a flow to cover your most common questions, and then let end users navigate using quick replies instead of typing their questions.
Instantly Provide Answers
Direct replies deliver pre-written answers to common questions. Link to an article to provide more in-depth information.
Conversational Shortcuts
Identify intent using AI and jump straight to the relevant part of a flow or to an agent escalation.
AI Powered Article Recommendations
If a flow doesn’t exist to address a question, Answer Bot automatically tries to find relevant articles to recommend.
Seamless Agent Escalation
Collect important data before handing off to an agent.
Social Channel Support
How to get started with Answer Bot for messaging channels:
Meet the prereqs
(Support Seat + Chat Seat or Suite Seat)Enable Agent Workspace
Enable Messaging for your Account
Activate Messaging for your Web SDK
(Converts the classic Web Widget into the new Web SDK)Customize your flow
Who is the Ideal Audience for Answer Bot & Flow Builder?
Key use cases:
