Add "Back" step in "Flow Builder"

Hi Masako,

Thanks for the feedback suggestion. We have some updates coming next year (H1) to help end users locate the answers to their problems quicker by typing in a new question and the bot will locate the right topic so the user will no longer be stuck in the middle of the flow. 

Hi, Lisa Tam

How is this different from the current "messaging" behavior?
If you write a question in the middle of the flow, the "Answer Bot" suggests an article from the Help Center that might be applicable.

Hey Masako,

The behaviour you're describing there is article recommendation where the bot falls back to if it does not understand the end-users free text question. What we are looking to improve is the bots ability to jump to another answer when the user types in another question and there is a match found. There will be some updates to the admin experience where questions/answer parings can be created to enable this. 

Much needed as well as inserting a hyperlink. 

@lisa35

Echoing Masako's point, is there a way to add the "Back" button in the flow builder? 

Currently, we have a long branch in the flow builder and realized that, if we accidentally select an option, there's no way we could go 1 step back rather start all over again.

After a deeper investigation and user feedback testing this is a bigger issue than first investigation. Many users give up or are caught in a loop. Users have expressed a huge need for a simple back button. Start over sends them way to far back.

@lisa35 Any update on this?

Hi Vemmal & Jason,

It's currently not possible to add a "Back" button in Flow Builder. However, we do have some exciting updates coming in June to help end-users find their answers quicker.

The bot building experience will be updated where you can create bot answers as a separate flow and train the bot to recognise specific phrases which the bot will direct the end-user to that particular answer flow. This way the end-user won't be stuck in the loop, they can simply ask their question and the bot will find the best match answer flow to direct the user to, taking them to their answer quickly.  We hope this update will help improve the end-user experience, helping them find their answers faster.

Hi, Lisa & Team

The features we added this time were not what we wanted.
Very disappointing.

Why can't you understand that it is enough if there is ( only one) step for users to return to the first option when they realize they made a mistake in the middle of a question?

Furthermore, it is as if Zendesk is saying, "If you have enough answers, it will work fine" when it is impossible to predict how many questions a user will ask.

It's getting harder and harder to use!

Hi Lisa Tam!
We see that they are making a great effort to make the zendesk bot much more updated to these times.
Unfortunately, Zendesk has fallen behind at least two years in this matter and today not having the possibility to go back or restart the flow (always from the point of view of an end user) is something that all bots, even the most humble they have.
They should reconcile within their improvement priorities plan to add this point within the top five, since from the point of view of user experience it is easier and better to have a back/start option than to constantly write questions to find the option adequate... not to mention arming all those intentions.
Please consider this point.
Sincerely, Team Witbor.