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
Alert: 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 longerYour 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, missingBig 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
Workdrive on Android - Gallery Photo Backups
Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. EmmaNeed more details on API Usage Dashboard
Hi Team, We have implemented Zoho Expense for a client and has done some integrations with well known third party ERP via api. Recently we have noticed a huge spike in the API consumption. But we couldn't get the root cause for the same. I accept thereEdit item custom fields
Getting this error : Transactions have been created with the custom field. Hence it cannot be deleted. Not trying to delete it, just trying to change which modules to show in or to not show at all in transactions !Rendering PDF to view on page
My company upload lots of PDF files onto Zoho. But every time we open it, it downloads the file instead of viewing it on the web page. Does Zoho allow uploaded PDF files to be rendered to view on web page yet? I've been trying to use <embed> or <object> but it cannot be loaded. (similar thread: https://help.zoho.com/portal/community/topic/how-to-open-a-pdf-file-of-a-view-in-preview-mode)Dynamically Fetching Lookup Field Display Value
I have an audit trail form, Audit_Changes, that tracks old vs new values across different forms. For lookup fields, the old/new value is the ID, but I also need the display value. What's a best practice for dynamically fetching the display value of theWorkdrive and ChatGPT Team Synced Connectors
Hi, we want to be able to integrate Zoho Workdrive with OpenAI’s ChatGPT Team plan. Google Drive and OneDrive both offer this, zoho please catch up asap. We dont want to have to put our company files in google drive, we want to allow chatgpt Team editionAbility to Create New Items When Zoho Trident is Minimized via tray or taskbar icon
Allow users to create new items (emails, calendar events, tasks, etc.) directly from the system tray icon or by right clicking the task bar icon, even when the window is minimized or not actively running in the foreground. This enables quick access toBug Report and Suggestions for Improvement in Zoho Applications
Hi Zoho Team, I’d like to report a few bugs and improvement suggestions I’ve noticed while using Zoho products: Zoho Cliq Video Call: The camera sometimes turns off automatically during video calls. This seems to be a bug — please check and fix it. ZohoI can not see Undeliverable emails from my Mass Email Leads activity in CRM
I am sending email templates and I can not see the Undeliverables? I only receive the "Out of Office" replies and any manual replies from the lead. Can you please let me know where the Undeliverable emails are sent so I can use the information to clean up the database?Select Zoho Contacts as Meeting Participants in Zoho Cliq
Hello Zoho Cliq Team, We hope you're doing well. We would like to request an enhancement to the meeting scheduling functionality in Zoho Cliq. Current Limitation: When scheduling a meeting in Zoho Cliq, participants can only be selected from: OrganizationAbility to Select External Users from Participants List When Scheduling Meetings
Hello Zoho Cliq Team, We hope you're doing well. We would like to request an enhancement to the meeting scheduling experience in Zoho Cliq. Current Limitation when scheduling a meeting in Zoho Cliq: External users can be selected from the list only underKaizen #212 - Map Dependency Fields in Zoho CRM using APIs
Hi Everyone!! Welcome back to another week of Kaizen series! Over the past few weeks, we have been addressing your questions and feedback shared through our Kaizen 200th feedback form. Thank you for your continued engagement and thoughtful queries. WeOutdated state in mexico
Hello Zoho team, the drop down to add the state for customers, when they introduce their state in mexico has a city named “Distrito Federal” that name changed many years ago to “ciudad de mexico”. could you please update this so my clients can find theIs anyone using Zoho Flow with airtable?
I need to build a flow that collects data from airtable and uses some of that data to create folders and files in google drive. I have fully function version of this in zapier and want to migrate to zoho. I am trying to perform a very basic fetch fromSOME FEATURES ARE NOT IN THE ZOHO SHEET IN COMPARISION TO ZOHO SHEET
TO ZOHO sir/maam with due to respect i want to say that i am using ZOHO tool which is spreadsheet i want to say that some features are not there in zoho sheet as comparison to MS EXCEL like advance filter and other Features which should be there in ZOHOAI in Zoho Workplace: A Sneak Peek into What’s Coming!
Hello everyone, We’re super excited to share something we’ve been working on and we want you to be part of it! You may have seen our announcement blog post introducing a major evolution in how AI works within Zoho Workplace. Want to be among the firstDisplay Client Name in Zoho Creator Client Portal Dashboard
Hello Zoho Creator Team, We hope you are doing well. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for providing a personalized portal experience. However, there is currentlyMeet Canvas' Grid component: Your easiest way to build responsive record templates
Visual design can be exciting—until you're knee-deep in the details. Whether it's aligning text boxes to prevent overlaps, fixing negative space, or simply making sure the right data stands out, just ironing out inconsistencies takes a lot of moving parts.Best way to share/download presentation files in Zoho without losing formatting?
Hello Zoho Community, I often work with PPT/PDF files in Zoho Docs and share them with colleagues. While PDFs usually give a direct download option, I’ve noticed that PPT/PPTX files sometimes only open in the viewer without a clear download link. Is thereWorkflow Failure - Notifications
Good afternoon, I have just experienced an error whereby a Workflow failed, for a reason currently unknown. The problem is that one of my users had to flag this manually (thankfully he's very thorough) and this otherwise would have flown under the radar.Introducing Bin Locations In Zoho Inventory
Hello users, We are excited to let you know that your wait for the Bin Locations feature has now come to an end! Yes, you heard us right! We are here to introduce the much-awaited Bin Locations now in Zoho Inventory. But before we dive into the featureError "Invalid client task found corresponding properties" only when triggered from workflow ?
Hi All, I am facing an error message I never encountered previously: Error in executing On Add - On Load script Error in executing thisapp.get_all_projects_api_call function. Line:(2) Error in executing thisapp.getAccessTokenFromRefreshToken function.How to interpret Campaign report statistics - definitions/explanation
I am trying to make sure I understand the Campaign report correctly Do you have a list of definitions for: Delivered - it has reached the recipient's inbox Campaign reach - is this the number that have opened the campaign email? Unique Opens Clicks/OpenFeature request - pin or flag note
Hi, It would be great if you could either pin or flag one or more notes so that they remain visible when there are a bunch of notes and some get hidden in the list. Sometimes you are looking for a particular name that gets lost in a bunch of less importantSchedule a Call by Date and Time when a specific lead status is selected
Hi Wanting to create a workflow where a call can be scheduled by date & time when a specific lead status is selected. Can only currently set the date by Due Date - Trigger Date - Plus 'x' day(s) ThanksZoho CRM's Copy Customization functionality now works across DCs, for customized accounts, and more
Availability This feature is available in Standard, Professional, Enterprise, and Ultimate editions. These changes have been rolled out to all users in all DCs. For more information, please refer to these help documents: Overview | Instructions HelloHow can I bold text on Zoho Forms submit buttons?
In the old theme builder, I could bold the text on a form's submit button. With the new theme builder, I can only change the text of the header or fields in the form, and not the button itself.5名限定 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ (10/31)
ユーザーの皆さま、こんにちは。Zoho ユーザーコミュニティチームの中野です。 10月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 参加登録はこちら（無料）：https://us02web.zoom.us/meeting/register/BGYTysOnSqa9LA9eY2IKww ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的としたHiding Pre-defined Views
You can enhance Zoho with custom views - but you cannot hide the pre-defined views. Most users focus on 4 or 5 views. Right now for EVERY user EVERY time they want to move to one of their 4 or 5 views - they have to scroll down past a long list of pre-defined views - we don't use ANY of the pre-defined views. Adding the feature to allow a predefined view to be hidden completely or only visible to certain users would be a big improvement in usability for Zoho CRM. This feature is already availableRich-text fields in Zoho CRM
Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatile[Integration Edition] Deluge Learning Series – Third-Party Integrations with Deluge | October 2025
We’re excited to continue this three-month edition of the Deluge Learning Series: Session 1 – Integrating Zoho Apps with Deluge Using Built-In Integration Tasks Session 2 – Integrating Zoho Apps with Deluge Using invokeURL and invokeAPI Session 3 – Third-PartyFeature Request: Tag, Search, and Report on Individual Private Comments
Zoho Desk Team, First, I want to say that we are extensive users of Zoho Desk and it is a core part of our support operations. We rely heavily on the private comments feature for internal communication, knowledge sharing, and maintaining a clear historyZoho CRM Community Digest - August 2025 | Part 2
Hello Everyone! Here's a quick round-up of handy tips, clever workarounds, and product updates from late August. Product Updates: Meeting Enhancements in Zoho CRM! Track whether a meeting is online, in-office, or at the client’s location using the newAssistance Needed: Ticket Status Not Updating and Sorting by Last Customer Reply in Zoho Desk
Hello, I’m facing two issues in Zoho Desk that I’d like your guidance on: Ticket Status Not Updating: When a customer replies to a ticket, the status does not change to Reopened. Instead, it remains in Waiting on Customer, even after the customer’s responseRound robin
Hi, I'm trying to set up a round robin to automatically distribute tickets between agents in my team but only those tickets that are not otherwise distributed by other workflows or direct assignments. Is that possible and if so which criteria should ITime Entry Notifications
Hi All - I have support staff who place notes of their work in the time entry section of Zoho Desk. Is there a specific workflow or setting I need to enable to have the ticket holder updated via email when an entry is saved?Change text in help desk
Hi, Please let me know how can i change the this text, see screenshot.Customer happiness customisation
Hi, I was wondering if it's possible to somehow customise to whom and when customer happiness request is sent? Can you enable it only for selected tickets for example based on workflow or any other criteria (customer name, tag or anything else)? AlsoSign in process is beyond stupid. I'd rather plug my phone into USB and copy files than sign in to this POS.
792 clicks and fields to fill in just to get into a 3rd rate app is too stupid for me.No Zoho Support Response in Months
I want to say that I love Zoho FSM, Books, and CRM, but the support is scary bad. About 2-3 months ago, I emailed Zoho FSM support with two specific issues I needed help with, and I have still not received one single response. I also submitted a supportNext Page