The Answer Bot is specifically an article-suggestion bot. A chatbot in Zoho Desk (typically built via Zoho SalesIQ or third-party integration) can handle more complex conversation flows: asking clarifying questions, collecting form data, checking order status via integrations, and routing to the right agent.
Chatbot conversation flows are configured using a visual builder. Each step in the flow presents the customer with options or collects input. Based on responses, the bot follows different paths, eventually either resolving the query or handing off to an agent with full context.
When a chatbot cannot handle a query or when a customer requests a human agent, the chatbot hands off the conversation to a Zoho Desk live agent. The agent sees the full chatbot conversation history, avoiding asking the customer to repeat information.
A chatbot in Zoho Desk is an automated conversation interface that handles initial customer interactions, qualifies queries, and routes to agents when needed. It can collect information and provide answers before a human agent is involved.
When a chatbot reaches its limit or the customer requests a human, the conversation transfers to a live Zoho Desk agent who sees the full chatbot conversation history, avoiding repetition and providing context for a faster resolution.
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