How to add a GC bot to your Business Messaging channel
Bots work round the clock to provide your customers with comprehensive support—they can effectively respond to customers, ask the right questions at the right time, and deliver quick answers to common questions.
Build your bot in minutes using the Guided Conversations (GC) bot builder to address simple customer questions and issues. Next, plan for your agents to take over when more complex issues need attention.
You must have enabled the GC platform to build, edit, and delete bots.
Get started
To create your first bot:
1. Go to Setup ( 
) in the top bar.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click the Bots sub-tab under the Associate a Bot section.
5. Click Let's Get Started.
5. Click Let's Get Started.
6. Select Guided Conversations under the Configure Bot accordion.
7. Click Next.
7. Click Next.
8. Click Create Bot.
9. Click Create GC Widget and follow the steps in this doc to create a GC widget.
10. Complete the Basic Information, Access Permissions, and Automated Messages fields, and click Save.
11. Associate an Business Messaging channel where you can leverage your
conversational bot for better customer support by selecting it from the
drop-down list.
12. Click Submit.
12. Click Submit.
An error message will be shown when there are no channels to be associated. In that case, please refer to this help doc to create an Business Messaging channel in Zoho Desk and continue the process of configuring the bot.
13. Continue bot configuration by checking that the default selection, All Visitors, is highlighted, ensuring the bot attends to all visitor conversations.
Ensure the availability of the configured bot is set to Always.
You
should assign the bot to a unique audience. This will help you prevent
the same customers from receiving answers from the same bot.
How to add another bot:
1. Go to Setup icon ( 
) in the top bar.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click on the Bots sub-tab and under the Associate a Bot section.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click on the Bots sub-tab and under the Associate a Bot section.
5. Click the Add Bot button. Follow steps 9 - 13 from the previous section. (Link to the sub-section will be provided)
How to dissociate a bot:
1. Click the Setup icon ( 
) in the top bar.
2. Under Channels, click Instant Messaging.
3. Navigate to the Preferences section.
4. Click the Bots sub-tab under the Associate a Bot section.
3. Navigate to the Preferences section.
4. Click the Bots sub-tab under the Associate a Bot section.
5. Click on the horizontal ellipsis in the right corner of the bot you want to dissociate, and then click Dissociate.
6. Click Yes, Dissociate in the confirmation dialog box. The bot will be dissociated.
How to delete a configured Business Messaging channel:
1. Click the Setup icon ( 
) in the top bar.
2. Under Channels, click Instant Messaging.
3. Click Business Messaging on the Instant Messaging page. The channels in your Meta business suite will be displayed.
4. Click on the horizontal ellipsis in the top-right corner of the channel you want to delete, then click Delete Channel.
5. Click Yes, Delete in the confirmation dialog box. The channel will be deleted.
2. Under Channels, click Instant Messaging.
3. Click Business Messaging on the Instant Messaging page. The channels in your Meta business suite will be displayed.
4. Click on the horizontal ellipsis in the top-right corner of the channel you want to delete, then click Delete Channel.
5. Click Yes, Delete in the confirmation dialog box. The channel will be deleted.
Once deleted, you will not be able to send or receive messages in the channel. Though chats will remain intact (read-only), they cannot be transferred or blocked. The configured business page for the deleted Business Messaging channel will be dissociated, and the same page can be used to re-configure another channel. The channel ID associated with the bot will be deleted.
How to deactivate a bot:
1. Click the Setup icon ( 
) in the top bar.
2. Under General, click Guided Conversations.
3. Click GC Widgets under the GC listing. The widgets you've created will be displayed.
4. Turn off the toggle corresponding to the widget you want to deactivate. The GC widget will be deactivated.
Under IM -> Preferences -> Bot Listing, the bot's status will be disabled.
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