How to add a GC bot to your IM channel
Explore ways to leverage the Bots in IM feature (conversational intelligence) for spontaneous customer support.
Let's create a bot that will help you attend to your customers around the clock.
Bots work all day every day 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) builder to address simple customer questions and issues. Then, plan for your agents to take over when more complex issues need attention.
Permission Required
Users with administrative privileges who have permission to create, view, edit or delete a GC flow can access this feature.
Getting 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.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click on the Bots sub-tab.
5. Under the Associate a Bot section, click Let's Get Started.
5. Under the Associate a Bot section, 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. The next step is to associate a WhatsApp channel where you can leverage your conversational bot for better customer support. Associate a channel by selecting it from the drop down list. Then, click Save.
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 a WhatsApp channel in Zoho Desk and continue the process of configuring the bot.
12. Continue bot configuration by checking that the default selection, All Visitors, is highlighted, ensuring the bot attends to all visitor conversations.
13. The final step is to 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.
Supported GC Blocks in the WhatsApp channel
Build
your bot in minutes using the Guided Conversations (GC) builder to
address simple customer questions and issues in your configured WhatsApp
channel. First, make a note of the blocks supported in WhatsApp for
leveraging the Blended Conversations feature in Zoho Desk.
How to add another bot:
1. Go to Setup ( 
) 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.
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 on 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.
Once the bot is dissociated from the channel, you will not be able to invoke the bot's capabilities anymore.
How to delete a configured WhatsApp channel:
1. Click the Setup icon ( 
) in the top bar.
2. Under Channels, click Instant Messaging.
3. Click WhatsApp on the Instant Messaging page. The channels in your account will be displayed.
4. Click on the horizontal ellipsis in the right corner of the channel you want to delete, and 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 WhatsApp on the Instant Messaging page. The channels in your account will be displayed.
4. Click on the horizontal ellipsis in the right corner of the channel you want to delete, and 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 number for the deleted WhatsApp channel will be dissociated, and the same number 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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