The Issue Selection Bot is an add-on feature that can be unlocked with an account upgrade. Please reach out to to learn more.

The Issue Selection Bot engages with users who are about to start a new conversation by asking a set of up to 5 custom questions to prompt them to share additional details related to their inquiry.

Their responses to those questions can be mapped to Custom Issue Fields to trigger New Issue Automations to appropriately classify and route the new Issue.

For your in-app users, you must upgrade to SDK v7.1.0+ above and have Conversational Issue Filing enabled to use the Issue Selection Bot in the SDK. Please review the FAQ What is Conversational Issue Filing, and how do I set it up? to set this up if you haven’t done so yet.

For Web Chat users, no SDK upgrade is needed – as long as you have the Web Chat widget integrated, you can start using the Issue Selection Bot to support your web users. Please review our Web Chat guide to set up this widget if needed.

To enable the Issue Selection Bot for in-app and Web Chat users, you must first create the Bot, then enable it for each platform. Review the ‘Create Issue Selection Bot’ section below first, then head over to the sections on enabling the Bot to get it set up for each platform you currently support.

Create Issue Selection Bot

To create your Issue Selection Bot, navigate to the Settings page.

Click on the ‘Bots’ tab under ‘Workflows’.

On the page that appears, navigate to the ‘Issue Selection Bots’ tab in the top navigation bar.

Click the ‘+ New Bot’ button in the center of the screen to create a new Bot.

In the pop-up that appears, you’ll be asked to provide a name and nickname for your Bot.

The name is how your team will identify your Bot, and must be unique – we recommend coming up with an intuitive name that will help your team understand what this Bot is for.

The nickname will be used if you allow the Bot’s name to be displayed to end users, similar to how Agent nicknames work. Bot nicknames do not have to be unique, meaning you can give the same nickname to multiple different Bots.

Click the ‘Create & Configure Bot’ button to set up your Bot steps.

Steps are the actions that the Bot should take within the conversation. You can set up multiple steps for each Bot, which will be linked to be carried out in a specific order. The steps available for you to configure differ based on the Bot being set up.

For the Issue Selection Bot, you can have the Bot send a message, gather information from the user (which can be mapped to Custom Issue Fields), or exit the conversation so the Issue can be assigned by an Automation to a new Queue, Bot, or Agent (or moved back to the original Queue).

On the Bot page, click the ‘add first step’ button to start adding steps for this Bot.

In the pop-up that appears, select the Step type. For the first step, you can choose to send a message or get information from the user. If you choose to get information, you will be able to add a message for the user to provide context on what information you need to gather.

Next, add a name for your step. This should be intuitive for your support team to understand when reviewing the Bot.

When getting information from the user, use the Bot Message field to provide context about the information you want to gather. For example, you can ask a question that the user will answer by making a selection.

To map the user’s reply to a drop-down Custom Issue Field, enable the corresponding toggle. If you need to set up a drop-down Custom Issue Field to work with this Bot, review How do I create a new Custom Issue Field?

The ‘user reply options’ will appear differently based on whether you have enabled or disabled the ‘Map User’s Reply to a Drop-down Custom Issue Field’. If you’ve enabled it, you’ll be able to select one of your drop-down Custom Issue Fields and up to 5 of the corresponding values associated with it to add as options for your user to select.

If this toggle is disabled, you’ll be able to add up to 5 reply options for the user to select when responding to the Bot.

When you’ve added all the options needed for this step, click ‘Save’. You’ll be taken back to the conversation flow page where you can add additional steps.

Click the link + icon to the right of each option to add the action that will take place after the user has selected that option. For example, if the user selects ‘Status of a shipped item’, you may want to ask if they have received a shipping number or not.

On the ‘Add step’ page that appears, you will now see an option to have the Bot end the conversation flow.

For this example, we will select ‘Get information from user’ again to prompt the user to let us know if they have a shipping number.

Last but not least, we need to have the Bot exit the conversation so an Agent or another Bot can take over. To do this, add one more step using the ‘End conversation flow’ option to complete this process.

You’ll have the option to add a friendly note to your user to thank them for providing that information and let them know what will happen next.

Repeat this process to build out complete steps for each of your flows. You’ll need to create a complete flow for each option that ends with the Bot exiting the conversation.

While building out your flow, use the link icon to link one step to take place after another. Note that you can re-use the same step in different flows (such as the exit conversation step) to streamline the flow for your support team.

Here is what a completed Bot flow with all steps linked in order from the beginning to the end of the Bot interaction with the user looks like:

You can always preview what the Bot interaction will look like for an end user via the ‘Preview Flow’ button in the Bottom-right corner.

You can also save this draft at any time. When you’re ready to launch this Bot, click the ‘Save and Publish’ button in the top right corner.

Please note: you will not be able to edit the Bot once you’ve published it.

Enable Issue Selection Bot for iOS & Android

Now that you’ve created your Bot, you can enable it for in-app users by navigating to Settings > App settings, then selecting the app you’d like to enable it for.

Scroll down to the In-App SDK Configurations area, then click the ‘Configure SDK’ button.

On the page that appears, navigate to the Support Experience (iOS & Android Only) tab.

On this page, in the Issue Selection Bot section, select the Issue Selection Bot you’d like to enable under the ‘iOS’ and ‘Android’ drop-downs.

Click the ‘Save & Publish’ button in the top-right corner corner to save these changes.

Enable Issue Selection Bot for Web Chat

To enable your new Issue Selection Bot for Web Chat, navigate to Settings > App Settings, then select your app.

Scroll down to the ‘Web Chat’ area, then click the ‘Customize Web Chat’ button.

On the page that appears, scroll down to the Issue Selection Bot section, then click on the drop-down to select your newly created Issue Selection Bot.

Click the ‘Save & Publish’ button in the top right corner to add this Bot to your Web Chat flow.