WFH Tip : 15 What are Zobot responses and how can they be used?
The Zobot is a bot development platform on Zoho SalesIQ, using which you can build very compelling chatbots to automate customer interactions. It automates the process of interacting with your website visitors and helps you maintain the presence of a helping hand, even when all your operators are busy and can't respond. This post will talk about the different types of responses that can be used in the Zobot.
Before we jump in and start learning about the different types of responses, let us build ourselves a little example. Let us take the example of a common e-commerce store and assume that a Zobot called E-com Bot has been deployed on the website to answer customer queries. We will look at how each response type will help the bot during different scenarios during the conversation.
Suggestions:
Every conversation between a Zobot and the visitor consists of a couple of exchanges. Sometimes visitors might get a feeling that the conversation is getting monotonous and might not feel like typing out the response to a question. To handle situations like these and to make efficient conversations, the bot can display response suggestions in order to save the time and trouble spent in manually typing out responses.
For instance, the bot can display a list of products - say household appliances, clothes, shoes, books, etc. that are available in the store and allow the visitor to choose the one that they want to buy. This response type is an array and so you can stack more than one suggestion. They only accept collection as their value and the collection can only have a list of strings separated by commas. Learn more.
Skippable:
Some questions may look/sound unnecessary to some visitors and they might want to skip to the next part. It could be a casual question or a question about an extra detail that the visitor is not willing to disclose. In this case, skippable can be used.This response type can be used with all the input cards. It displays a skip button to the visitors along with the input widgets, using which visitors can choose to skip responding to the particular question. Say, the bot asks the visitor to choose a color for the product that he/she wants to buy and the visitor isn't very color-specific, then that question can be skipped by clicking on Skip. Learn more.
Field name:
There is always a lot of information that needs to be recorded during the course of the conversation for future use. field_name can be used in your bot scripts to update the visitor name, email, phone number, etc. inside SalesIQ. Other details like ID, city, etc. can also be updated using the field_name. This can be useful in an online store scenario - the bot can collect details like name, contact number and location of the visitor in case an order has been placed and the visitor wants the products delivered to a particular address. This information can also be used later for follow-ups. Learn more.
Note: All information other than visitor name, email and phone will be updated in the custom info section of the particular visitor.
Validate:
Validation of information given by visitors is an aspect that has to be paid attention to. Sometimes, when visitors send invalid information, it becomes difficult to follow-up or send them information about updates. The Zobot can validate the information that was given by the visitors while placing an order using validation to make sure there are no discrepancies in the data. Learn more.
Call To Action(CTA):
As the name suggests, these are buttons that can be added to bot replies and can perform different actions in your client with Client Actions. These are similar to response suggestions but the options do not disappear once the response is submitted by the visitor. They will still be able to take a look at the options inside the chat window.
The CTA is currently supported in text reply, single product and multiple product cards. Learn more.
Questions:
As the name implies, this response type is used to feed a collection of questions that the bot will ask the visitor when he/she lands on the website.This is a response type that is specific to the SalesIQ Scripts platform. It is an array of objects in which each question is an object. You can include any number of questions in the array. This response type can be used when the bot inquires about the needs of the visitor before placing an order. It can collect details like the category of products that they want to shop, the price range, color options, quantity, etc. and display a filtered list of products based on the answers given. This can make it easier for the visitor to choose the product and place an order. It accepts only a collection as the value. The collection, in turn, must have at least one map. Each question map in the array has the following keys : name, replies, input and suggestions. Learn more.
Actions
The activities that are performed by the bot while responding to visitor queries are called Zobot actions. They accept only text as their value and the values can be one of the following - reply, forward, operator_busy, context, block, pending and end. Say, the visitor wants to buy a home appliance on the online store and wants to talk to a human operator about the discounts available, delivery procedure and payment options. The bot can use the forward action to connect the visitor to a human operator who can handle the query. If the bot is performing actions like generating an invoice for the order that was placed, it can use the pending action to do so while also keeping the visitor informed about the process. These actions can also reduce the work done by your operators in half and improve the efficiency of customer support teams. Learn more.
Context:
Contexts in the Zobot are those that make bot conversations with visitors more flawless and human-like. The context_id is a unique identifier for any context that is available in the context handler of the Zobot. You can use the context action in case you want to use a set of questions in a particular context to invoke/perform an action.
context_id accepts only text as the value. The value must be the name of the corresponding context handler block.
For example, if you want the bot to create a lead in Zoho CRM using the name, email and phone number of the visitor who has placed an order, you can specify questions to get these details from the visitor in the same context. Learn more.
Delay:
Sometimes visitors might not need the help of the bot while they're browsing through the website. In this case, the bot can end the chat. When you don't want the bot to end a chat session abruptly, you can schedule a delay for the end of a chat.
This response keeps the chat live for a while in case visitors decide to come back for a question. If the visitor does not need the help of the bot to choose products and place the order, the bot can end the chat after a set period of time. Learn more.
Note: The delay will be unscheduled if the visitor types a message/ sends a message/ agents join the chat/chat is handed off to the agent.
To learn more about the types of responses, start building your own Zobot right away.
We also have Sample Scripts that use all of the response types mentioned above.
For more information, check out our Help Documentation.
Related Topics:
Regards,
Michelle
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Michelle Concetta Fernando
Sticky Posts
Your bot just got smarter: AI-Powered routing that reads between the lines
What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missingAlert: Audio Call Support to be discontinued for Old Live Chat Widget from December 31, 2025
Action Required: Upgrade to the New SalesIQ Live Chat Widget We're reaching out with an important update regarding the SalesIQ Live Chat Widget that requires your immediate attention. Effective December 31, 2025, audio call functionality will no longerBig Things Just Dropped in the SalesIQ Universe: Top Upgrades You’ll Love in Nova’25
Nova'25 has landed, and it’s packed with meaningful upgrades to help you engage smarter, work faster, and scale with ease. Whether you're into proactive messaging, smarter automation, or better admin control, there's something here for everyone. Here'sPlug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots
Hi everyone! We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching throughOpenAI Alert! Plug Sample #11 - Next-generation chatbots, Zobot + ChatGPT Assistant
Hi Everyone! We have great news for all AI enthusiasts and ChatGPT users! The much anticipated Zobot integration with ChatGPT Assistant is now available with Plugs. Note: SalesIQ offers native integration with OpenAI, supporting several ChatGPT models,
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Marketer's Space - Going beyond basics: Smarter ecommerce marketing with Zoho Campaigns
Hello Marketers, Welcome back to this week's Marketer's Space. In the last post, we discussed the basics of email marketing and how to get started with email marketing in ecommerce. In this part, we'll dive much deeper into some other advanced featuresConnecting two modules - phone number
Hi, I’d like some guidance on setting up an automation in Zoho CRM that links records between the Leads module and a custom module called Customer_Records whenever the phone numbers match. Here’s what I’m trying to achieve: When a new Lead is createdZoho Marketing Automation 2.0 - Landing Page function not working
Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help meUnable to use Sign "You have entereed some invalid characters"
Unable to use Sign "You have entered some invalid characters" I do not see any invalid characters. The text in "Leave a Note" is plain text which I entered directly into the field. See attached screenshotElevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration
Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using WorkflowMessages not displayed from personal LinkedIn profile
Hello. I connected both our company profile and my personal profile to Zoho social. I do see all messages from our company page but none from my private page. not even the profile is being added on top to to switch between company or private profile,"Performed changes in the query is not allowed due to following reason" when adding columns or reordering data
I'm trying to make changes to a query but every time i try to save it i get this error message. I'm not touching the data it's flagging. All I've tried to do is reorder a couple of fields and add a new one. Why won't it let me do this? It's a core queryOnboard new users easily with native screen recording in Zoho Projects Plus
Communication involving both visual and audio elements tends to capture more interest among the audience. Whenever we onboard new employees to the organization, the task of engaging them in the induction sessions, and keeping the spark going in theirRequest to Add Support for PDF Templates and More Flexibility in Email Editor
Hi Zoho Campaigns Team, I hope you're doing well. I wanted to share some feedback and request a few improvements in the Email Template feature of Zoho Campaigns. Right now, we can create email templates using the HTML editor, which is helpful. But we’reCan you stop Custom View Cadences from un-enrolling leads?
I'm testing Cadences for lead nurture. I have set un-enroll properties to trigger on email bounce/unsubscribe, and do NOT have a view criteria un-enroll trigger. However, help documents say that emails are automatically un-enrolled from a Cadence whenZoho Desk Android and iOS app update: Agent detail overview
Hello everyone! We’ve introduced agent detail overview on the Zoho Desk Android and iOS app update. With this feature, you can get a complete view of agent’s tickets, response times, logged hours (for both tickets and activities), customer happiness ratingsBlog Widget: Show recent blog posts on my homepage
Hey there I am using the Zoho Sites Blog feature. On my homepage, on the bottom I'd like to have a featured content section where I show some of my blog posts (selected, most recent, filtered by category and so on...). It would be nice to have a blogHow to iterate through excel data using zoho rpa
I wanted to iterate or loop through excel data ( datatable). How can i do thatZoho Commerce
Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if notMass (Pull back) (Close WOs) (Close APs)
Hi develop team. Just idea because Zoho FSM is great but its too manual. we have a lot of task to do every day and the system needs to have more features to automatic our tasks. I need to close several WOs, APs and Pull Back per day. Please we need massCustomising Zohidesk portal default widgets
Hello, I'm wondering how could I customise the default widgets such as "popular topics", "popular articles" using CSS or to make the tiles at the bottom match the ones that I made in the picture attached. I have made some custom widgets and edited themIf there’s a batch at the end, the ‘mark as inactive’ function doesn’t work.
when my batch has a date to batch end and I "mark as inactive" he batch does not obey the status and reactivates the batch.Seamless multilingual messaging and tone control in Zia IM Composer
Hello everyone! Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messagesAdvanced Deluge help needed with custom function and COQL limits
I have a scheduled function that takes a snapshot of specific metrics and saves them to a custom module. However I'm struggling with the limits of COQL. I attach my full code, but an example of the issues I'm having is that it's erroring with a 'LimitTip of the Week - Conditional Formatting Chart
Conditional formatting allows you to highlight your data series based on a pattern or a trend in your data. This makes it easy for you to identify when your data reaches certain values or when it deviates from the trend. Zoho Analytics allows you toZoho Learn - AI Translate
Hi Learn team, I had a situation today where I was providing training to a client team and I had written articles into their Zoho Learn to support their learning. I realised that one of the team members was a non-native English speaker and they were strugglingPayroll In Canada
Hi, When can we expect to have payroll in Canada with booksPower of Automation :: Auto-Sync Custom Date Field Between Related Tasks via Blueprint Transition
Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automateIntroducing auto-upgrade in Zoho LandingPage
Hi everyone, We’re excited to share an upcoming update to help you get the most out of your landing pages — the auto-upgrade option, launching on October 22, 2025. Your landing pages are designed to bring in leads, and we want to make sure you never missWorkdrive comment links stopped working.
I have marked a PDF file with 95 comments, they have worked for a while. When i clicked on them they brought me to the correct page and showed me the outline that i had drew on the plans. The comments included the page number of the outline, but now itHow to Bulk-Update Sales Orders in CRM
Hi - I need to bulk update existing sales orders with dates from our ERP of when the sales orders were created. I made a date field on the Sales Order module where I want to insert that data. I can't Mass Update because I am not updating the fields toZoho ToDo in Cliq
Our organization utilizes Zoho ToDo in the Zoho Mail Desktop app. Is there a way for these to show up in Cliq Desktop app as well?【Zoho CRM】サンドボックス機能のアップデート：カスタムビューが利用可能になりました。
ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 今回は「Zoho CRM アップデート情報」の中から、サンドボックス機能のアップデートをご紹介します。 目次 1. カスタムビューとは 2. 今回の機能アップデートについて 1. カスタムビューとは カスタムビューは、ユーザーが設定した条件に基づいてデータをフィルタリング・整理し、 重要な情報へ効率的にアクセスできるようにする機能です。 「過去15日間の見込み客」や「受注間近の商談」、「特定の優先度レベルが設定された案件」など 条件を指定してわずか数クリックで設定できます。Changing an agents email address
How do you change an agent's email address? I keep getting a red circle even though I am an admin. And on one of my agents he has two email addresses? How is that possible?Zoho CRM - Potentials Tab
Hi! When I create a Deal (Potentials tab) the header looks like this: After a refresh on the page it looks like this: What should I do so that it is displayed like in the second pic without refresh? Also I have a user that as of recently, cannot see thisIs there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?
Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This wouldUnable to create embed code for resource of workdrive using API
Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, belowFeature Request - Insert URL Links in Folders
I would love to see the ability to create simple URL links with titles in WorkDrive. or perhaps a WorkDrive extension to allow it. Example use case: A team is working on a project and there is project folder in WordDrive. The team uses LucidChart to createnot able to convert pdf to jpg and other forms and vice versa.
i want to change my pdf to jpg, word, etc and some times jpg to pdf. i don't know how to do in this.Enable / show scroll bar when Mega Menu is opened
Hey there I am using the mega menu add-on and experience a "flicker" whenever the mega menu opens. The reason is, that the scrollbar, which has a width of a few pixels, stops showing when the mega menu opens. As the scrollbar disappears the whole pageReports: Custom Search Function Fields
Hi Zoho, Hope you'll add this into your roadmap. Issue: For the past 2yrs our global team been complaining and was brought to our attention recently that it's a time consuming process looking/scrolling down. Use-case: This form is a service report withZoho Inventory - Composite Items - Assembly - Single Line Item Quantity of One
Hi Zoho Inventory Team, Please consider relaxing the system rules which prevent an assembly items from consisting of a single line item and outputting a quantity of 1. A client I'm currently working with sells cosmetics and offers testers of their productsHow can I transfer data from Production to Development environment?
Hi, I am using Creator V6 and would like to bring all the data in production to the Development and Testing environments? Is there an easy way of doing that or I have to export and import each table?Add "Reset MFA" Option for Zoho Creator Client Portal Users
Hello Zoho Creator Team, We hope you are doing well. We would like to request an important enhancement related to Multi-Factor Authentication (MFA) for client portal users in Zoho Creator. Currently, Creator allows us to enforce MFA for portal users,New portal SAML authentication error: User not found
Dears, Has anyone else been experiencing this lately? I am creating a new portal authenticated by SAML (Entra ID). I followed the same process as I did with other portals, but any new portal created after this always encounters this error. I’ve been reportingNext Page