Hi Dominic. this video was super insightful. thanks so much. Would love if you made a similar video on making API calls to a Shopify store (e.g. to obtain order fulfilment status/tracking number etc). Really struggling to get the API linked to my shopify store atm. Thanks again for this upload. this was super helpful
There is a video about it here: ruclips.net/video/b1hnIUqWwJQ/видео.html Keep in mind connecting the 2 systems is easy but the integration only shows basic information in zendesk. See the screenshots of what you can see within Zendesk from Shopify: www.zendesk.com/marketplace/apps/support/93859/shopify-for-zendesk/ If you need something custom, it can be done with code, which we can help with.
Hey Dominic. Great video and has helped me so much with understanding messaging. I have a question on the ticket status of a message. If the customer is offline when you respond to a message, should you put the ticket/message into a pending status, or should you always keep the message/ticket status open? Will you miss replies if it's in pending? Thanks!
Happy it helped. You should put the ticket in pending if you're waiting on the customer. When they get back to you, the ticket automatically goes into open status.
Hey dominic, I love this tool, how ever, while presenting, there is lot going in your mind. So please try to refresh your mind before making the videos. Also you can use a head set, and avoid the big mic in front of you unless you want to sing a rap.
Although this is hard to digest, I appreciate the feedback. If you see any of the more recent uploads, the videos are better edited and also scripted. I'd be lying if i didn't recognise the fact that this could have been better done. Cheers.
Hi, thanks for your video. I would like to ask you 2 questions: 1) Is it possible to add two Web Widget channels for the same brand? 2) When it comes to present options in a multilingual bot, Zendesk it only allows auto translation for the options and sometimes the translation is not accurate. Do you know if there is a way to bypass the auto translation and use hardcoded translation instead, for the options? Thanks
Thanks for watching my video. 1. You can only run one bot per channel at a time. You can run another bot on the same widget, but only if you turn off the previous one. 2. The way we've done it in the past is to create a bot sequence in one language for 1 widget which can belong to one brand. No automatic translations in here. Then for another language we created another bot with another widget (and another brand). There might be other ways, but this one we used successfully. Hope this helps. My course which can help you get ahead with your skills here: www.udemy.com/course/the-best-zendesk-admin-to-change-the-world/?couponCode=454780B08C23FC4C2388
@@apostoloschristofi6891 Yes and no, You don't have to run another HC if you don't want to. You can in theory either hard code some articles from your other brands or use the API to allow your bot to search in whatever KB you want.
Hi Dominic! Thanks so much for your video tutorial. I have a question...How do I add a for signed in user only article in my bot? I can't find it on the drop down menu from my help center I am creating answers for my bot. But when I changed it the permission to "everyone" it is there on the dop down menu....so is there away that I can go around it?
You're welcome! Hmm, good question. I don't know of a direct workaround for this. However, this might be able to be solved with Single sign on. You can detect who the user is, but not sure if you can share articles available to signed in users only. Someone in my dev team can maybe find a solution as a professional service request. Let me know if this is something you'd want to be looked into.
Hi Dominic, this video was really helpful. I have one issue with Zendesk. If we added a chatbot to the Zendesk how can we get a customer satisfaction feedback through chat ? Is there any way to get the rates like good/ bad?
@@AnitaWacawska This is what I replied: If you activate the Agent Workspace and Messaging in your Zendesk, the CSAT rate for Messaging will be activated automatically through a trigger. It’s name will be “Request customer satisfaction rating (Messaging)" Try it and let me know.
Hi Dominic, thank you so much for this video - it is super super helpful! Question 1: What happens if at the first API call the order status means the order has not yet reached the courier, for eg is it currently being fulfilled still. If that is the case then the second API call to the courier would not be necessary right? Therefore, would it be necessary to add in a step in between the first and second API call? As I would assume if order status = x then make second API call but if order status = y then don't make second API call. Please clarify what the best step would be? Question 2: When I add in step "transfer to agent" - I do not get the same fields as you do in the video, i.e. have the ability to request certain details from a user. I only have the ability to create a bot message and add a tag. Do you know why this would be the case? Thank you - looking forward to hearing your response.
Hi, happy to hear! 1. It's more or less how you describe it, you have to create steps for all API calls that you need, regardless of initial answer. 2. You have to create custom fields in admin center and then search for them in the search field in the bot flow to add them to the flow. Keep in mind that only dropdown and alphanumeric fields are available. Hope this helps.
@@dominiccx would you be able to point me in the right direction. I wanted to put a step in there after there that collects info first and then transfers to an agent?
@@mikesmith-renorocket hi Michael, sure. Whenever you add the option to transfer to agent, it automatically adds the option to ask users for name and email. It's also covered in the above video.
@@mikesmith-renorocket please use the option "transfer to an agent" and notice when you add it, on the right side of the screen you are shown information to be collected before being transfered.
Hi, Can we add more fields to Ask For Detail section, By default there is only email and name I want to add more fields to those? Could you please help me
Yes, you can ask for many other fields for the user to fill out. Add them by selecting add more details and looking up the fields in the search bar you see there besides name and email.
Hi I don't have the business hours option on my ZD account. What would you recommend for those whose bots transfer to agent at the end but want them to know when no agents are online that they will reply back at a later date.
@@Chschaser ok, i have an idea. It's a manual thing. You activate a trigger every time you're out of office with a message saying you're out of office. When you come to the office in the morning you turn it off. You turn it on when you leave work.
Hi, thank you for the feedback. The problem with creating such a video is showing real data. Our customers wouldn't allow us to show any of their data, however, we can show your our own. It's not a lot of data but it's good enough to show you how it works. Thanks for the suggestion.
@@dominiccx That would be amazing! Just going through the steps would help. I've searched mannnyy ZD tutorials and yours are the most in depth/helpful.
Where can I enroll to be certified Zendesk expert? I am call center agent before and I used it thr chat, email, and calls in delivery service.I wanted to be like you, like Zendesk consultant.Please help me on how to get certification, so that I cab practice it and elavate ny career or job.
Hi, thank you for reaching out. Sorry i am only getting back to you now, but it seems RUclips is very selective to what comments end up in my inbox. I found you on the "Manage all comments" Anyway, happy to schedule a call to understand how we can help yuo. My availabilities can be found here calendly.com/dominiccx/letsmeet/ Please choose a day and a starting time for the call and I will automatically receive a notification in my email and calendar.
My conversational chat bot won't publish because it says agent workspace and messaging needs to be turned on. Agent workspace is turned on but I don't see messaging anywhere to turn on
Of course, you can call the api any time. However for that you need to use SunCo, which is an advanced bot creation tool from Zendesk Sunshine, which this relies on coding.
Hi Dominic! Love the videos. I have a weird conundrum that I imagine others have faced? When creating the bot, if a web user requests for a live agent by default it will say something like "Thanks. Let me connect you with a customer support agent." BUT BUT BUT, then it just sits in the queue indefinitely with NO response back that no one is available at the time. Think of off hours... the message sounds like someone is around but in reality they wait and wait and wait and just get mad. Looked into it and I'm told that's just a limitation. How does one deal with this?? 😞 It certainly would be nice to have the option to transfer to an agent but only when they are actually online. Seems like common sense.
Hi James. How about those off hours? Do you have a schedule set up? If so, it would be easy to create a condition in the bot for outside of business hours. Let me know about this first and we can look into alternatives if your plan doesn't permit it.
@@dominiccx Hello sir and thanks for the response! No we do not have off hours rules set up. We continue to have messaging off (and the bot not utilized) due to this sticking point. Do you mean create the bot logic to only run outside of business hours?
@@jamesm9314 Well, let's see. What do you need exactly? What I suggested is to let the customer know that during off hours, nobody will get back to them. And they can try to solve their request via self service. During office hours, they'd be directly sent to your agents who would be there to take those chat requests. You can use the bot to greet the user during and off hours. You can create flows which suggest self help or connect to an agent. Otherwise, only self help would be available. It's important to be transparent with your customers so they will appreciate you more. Also, another advice would be to keep the bot simple to only whatever it can actually solve. Add to it as you have more self help options available. We do offer bot flow design services if you're interested.
@@dominiccx I don't want to keep using up your time on this but I will say this last point - it sounds like off hours can be an easy fix. But if it's during normal business hours and our agents don't want to accept the message, it disappears for them after 10 minutes but for the web visitor they would still be sitting there waiting with not updates to say "Hey... it's been 10 minutes, we can't find an agent, leave a message and we will get back to you..." something like that. Supposedly "chat" has that but not "messenger" according to ZD support
@@jamesm9314 Sure, the off hours is definitely an easy one to do. You are correct, there isn't a way for a message like that to appear. Not yet, anyway. What you can do is maybe use a macro and say "hey, it's been 10min, we can't find" ooor the agent can solve the ticket and with a trigger you could send the same message. What do you think?
Thanks a lot. You are really great. Amazing explanation ❤
Thank you! 😃
thank you, that was very useful! helped me a lot and saved a lot of time 👍
You're welcome!
Thanks! Great Value Dominic!!!
Hi Dominic. this video was super insightful. thanks so much.
Would love if you made a similar video on making API calls to a Shopify store (e.g. to obtain order fulfilment status/tracking number etc). Really struggling to get the API linked to my shopify store atm. Thanks again for this upload. this was super helpful
There is a video about it here: ruclips.net/video/b1hnIUqWwJQ/видео.html
Keep in mind connecting the 2 systems is easy but the integration only shows basic information in zendesk.
See the screenshots of what you can see within Zendesk from Shopify: www.zendesk.com/marketplace/apps/support/93859/shopify-for-zendesk/
If you need something custom, it can be done with code, which we can help with.
Hey Dominic. Great video and has helped me so much with understanding messaging. I have a question on the ticket status of a message. If the customer is offline when you respond to a message, should you put the ticket/message into a pending status, or should you always keep the message/ticket status open? Will you miss replies if it's in pending?
Thanks!
Happy it helped. You should put the ticket in pending if you're waiting on the customer. When they get back to you, the ticket automatically goes into open status.
Hey dominic, I love this tool, how ever, while presenting, there is lot going in your mind. So please try to refresh your mind before making the videos. Also you can use a head set, and avoid the big mic in front of you unless you want to sing a rap.
Although this is hard to digest, I appreciate the feedback. If you see any of the more recent uploads, the videos are better edited and also scripted. I'd be lying if i didn't recognise the fact that this could have been better done. Cheers.
Hi, thanks for your video. I would like to ask you 2 questions: 1) Is it possible to add two Web Widget channels for the same brand? 2) When it comes to present options in a multilingual bot, Zendesk it only allows auto translation for the options and sometimes the translation is not accurate. Do you know if there is a way to bypass the auto translation and use hardcoded translation instead, for the options? Thanks
Thanks for watching my video.
1. You can only run one bot per channel at a time.
You can run another bot on the same widget, but only if you turn off the previous one.
2. The way we've done it in the past is to create a bot sequence in one language for 1 widget which can belong to one brand. No automatic translations in here.
Then for another language we created another bot with another widget (and another brand).
There might be other ways, but this one we used successfully.
Hope this helps.
My course which can help you get ahead with your skills here:
www.udemy.com/course/the-best-zendesk-admin-to-change-the-world/?couponCode=454780B08C23FC4C2388
@@dominiccx thank you. A second brand means a different help center associated with this etc?
@@apostoloschristofi6891 Yes and no, You don't have to run another HC if you don't want to. You can in theory either hard code some articles from your other brands or use the API to allow your bot to search in whatever KB you want.
thank for the great content
Glad you enjoy it!
Hi Dominic! Thanks so much for your video tutorial. I have a question...How do I add a for signed in user only article in my bot? I can't find it on the drop down menu from my help center I am creating answers for my bot. But when I changed it the permission to "everyone" it is there on the dop down menu....so is there away that I can go around it?
You're welcome!
Hmm, good question. I don't know of a direct workaround for this.
However, this might be able to be solved with Single sign on. You can detect who the user is, but not sure if you can share articles available to signed in users only.
Someone in my dev team can maybe find a solution as a professional service request. Let me know if this is something you'd want to be looked into.
Hi Dominic, this video was really helpful. I have one issue with Zendesk. If we added a chatbot to the Zendesk how can we get a customer satisfaction feedback through chat ? Is there any way to get the rates like good/ bad?
I answered you in another comment and email.
@@dominiccx Hi Dominic, I am also curious about this topic, would you mind sharing the answer? :)
@@AnitaWacawska
This is what I replied:
If you activate the Agent Workspace and Messaging in your Zendesk, the CSAT rate for Messaging will be activated automatically through a trigger.
It’s name will be “Request customer satisfaction rating (Messaging)"
Try it and let me know.
Hi Dominic, thank you so much for this video - it is super super helpful!
Question 1: What happens if at the first API call the order status means the order has not yet reached the courier, for eg is it currently being fulfilled still. If that is the case then the second API call to the courier would not be necessary right? Therefore, would it be necessary to add in a step in between the first and second API call? As I would assume if order status = x then make second API call but if order status = y then don't make second API call. Please clarify what the best step would be?
Question 2: When I add in step "transfer to agent" - I do not get the same fields as you do in the video, i.e. have the ability to request certain details from a user. I only have the ability to create a bot message and add a tag. Do you know why this would be the case?
Thank you - looking forward to hearing your response.
Hi, happy to hear!
1. It's more or less how you describe it, you have to create steps for all API calls that you need, regardless of initial answer.
2. You have to create custom fields in admin center and then search for them in the search field in the bot flow to add them to the flow. Keep in mind that only dropdown and alphanumeric fields are available.
Hope this helps.
Do you have a video showing how to use business hours branching? I have found your videos incredibly helpful.
Happy to hear you find them useful. I can't say that i do have one for that specifically.
@@dominiccx would you be able to point me in the right direction. I wanted to put a step in there after there that collects info first and then transfers to an agent?
@@mikesmith-renorocket hi Michael, sure. Whenever you add the option to transfer to agent, it automatically adds the option to ask users for name and email.
It's also covered in the above video.
@@mikesmith-renorocket please use the option "transfer to an agent" and notice when you add it, on the right side of the screen you are shown information to be collected before being transfered.
Hi, Can we add more fields to Ask For Detail section, By default there is only email and name I want to add more fields to those? Could you please help me
Yes, you can ask for many other fields for the user to fill out. Add them by selecting add more details and looking up the fields in the search bar you see there besides name and email.
@@dominiccx I have added phone no in both places user fields as well as tickets fields but I am not able to see those on Messaging /chat widget.
Hello, Dominic, can you give me some steps to crea a button to come back in the process in the chat bot
Hmm, definitely not available with the out of the box functionality. As a workaround, think of smart ways for the fallback option instead.
Hi I don't have the business hours option on my ZD account. What would you recommend for those whose bots transfer to agent at the end but want them to know when no agents are online that they will reply back at a later date.
Hmm, did you set the schedule first?
@@dominiccx My small companies plan is a plan lower then growth plan so we can't set business hours.
or even if their is a ZD app to indicate an agent is online on the chat
@@Chschaser i will think about it. I am not sure what to recommend yet.
@@Chschaser ok, i have an idea. It's a manual thing. You activate a trigger every time you're out of office with a message saying you're out of office. When you come to the office in the morning you turn it off. You turn it on when you leave work.
TYSM for this vid! Could make a video about how to build a report to get some analytics for how well the bot is deflecting volume? :)
Hi, thank you for the feedback. The problem with creating such a video is showing real data. Our customers wouldn't allow us to show any of their data, however, we can show your our own. It's not a lot of data but it's good enough to show you how it works. Thanks for the suggestion.
@@dominiccx That would be amazing! Just going through the steps would help. I've searched mannnyy ZD tutorials and yours are the most in depth/helpful.
Hello, I've filmed it, we're trying a new thing where we edit long videos a bit now. It will be up in 1-2 days.
Update: video is up ruclips.net/video/_xDmAPGkdMg/видео.html
hope it helps
Where can I enroll to be certified Zendesk expert? I am call center agent before and I used it thr chat, email, and calls in delivery service.I wanted to be like you, like Zendesk consultant.Please help me on how to get certification, so that I cab practice it and elavate ny career or job.
Here you go: www.zendesk.com/customer-experience/certification/
We need some basic/simple help with optimizing our ZD platform, can we hire you to help us? ZD has been literally useless in assisting my team.
Hi, thank you for reaching out.
Sorry i am only getting back to you now, but it seems RUclips is very selective to what comments end up in my inbox. I found you on the "Manage all comments"
Anyway, happy to schedule a call to understand how we can help yuo. My availabilities can be found here calendly.com/dominiccx/letsmeet/
Please choose a day and a starting time for the call and I will automatically receive a notification in my email and calendar.
My conversational chat bot won't publish because it says agent workspace and messaging needs to be turned on. Agent workspace is turned on but I don't see messaging anywhere to turn on
Can you please search for it when in admin center in the search box on the left?
is there any way to call the api without opening the input box?
Of course, you can call the api any time. However for that you need to use SunCo, which is an advanced bot creation tool from Zendesk Sunshine, which this relies on coding.
Hi Dominic! Love the videos. I have a weird conundrum that I imagine others have faced? When creating the bot, if a web user requests for a live agent by default it will say something like "Thanks. Let me connect you with a customer support agent." BUT BUT BUT, then it just sits in the queue indefinitely with NO response back that no one is available at the time. Think of off hours... the message sounds like someone is around but in reality they wait and wait and wait and just get mad. Looked into it and I'm told that's just a limitation. How does one deal with this?? 😞 It certainly would be nice to have the option to transfer to an agent but only when they are actually online. Seems like common sense.
Hi James. How about those off hours? Do you have a schedule set up? If so, it would be easy to create a condition in the bot for outside of business hours. Let me know about this first and we can look into alternatives if your plan doesn't permit it.
@@dominiccx Hello sir and thanks for the response! No we do not have off hours rules set up. We continue to have messaging off (and the bot not utilized) due to this sticking point. Do you mean create the bot logic to only run outside of business hours?
@@jamesm9314 Well, let's see. What do you need exactly?
What I suggested is to let the customer know that during off hours, nobody will get back to them. And they can try to solve their request via self service. During office hours, they'd be directly sent to your agents who would be there to take those chat requests.
You can use the bot to greet the user during and off hours. You can create flows which suggest self help or connect to an agent. Otherwise, only self help would be available. It's important to be transparent with your customers so they will appreciate you more. Also, another advice would be to keep the bot simple to only whatever it can actually solve. Add to it as you have more self help options available.
We do offer bot flow design services if you're interested.
@@dominiccx I don't want to keep using up your time on this but I will say this last point - it sounds like off hours can be an easy fix. But if it's during normal business hours and our agents don't want to accept the message, it disappears for them after 10 minutes but for the web visitor they would still be sitting there waiting with not updates to say "Hey... it's been 10 minutes, we can't find an agent, leave a message and we will get back to you..." something like that. Supposedly "chat" has that but not "messenger" according to ZD support
@@jamesm9314 Sure, the off hours is definitely an easy one to do. You are correct, there isn't a way for a message like that to appear. Not yet, anyway. What you can do is maybe use a macro and say "hey, it's been 10min, we can't find" ooor the agent can solve the ticket and with a trigger you could send the same message. What do you think?
What's your linkedIn?
www.linkedin.com/in/dominicbrasoveanu
What about facebook messenger bots? As you aren't able to collect data from users?
True, Meta doesn't allow that functionality yet