How to add a Chatbot to your WhatsApp 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 or Answer Bot to address simple customer questions and issues. Then, plan for your agents to take over when more complex issues need attention.
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 or Answer Bot under the Configure Bot accordion.
7. Click Next.
7. Click Next.
8. Select the respective bot or click Create Bot (if no bot has been created for the selected option).
- Click Create GC Widget and follow the steps in this doc to create a GC widget. Or Create Answer Bot and follow the steps in this doc to create a Answer bot.
9. Click Next.
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.
11. Continue bot configuration by checking that the default selection, All Visitors, is highlighted, ensuring the bot attends to all visitor conversations.
12. 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 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.
Read a feature story - Chat transfers made simple
Read a feature story - Build meaningful customer support experiences
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