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New feature requests: Answer Bot Feedback Flow Customization

Related products:Chat/Messaging
  • March 15, 2021
  • 13 replies
  • 20 views
V

Hi Zendesk,

We request Answer Bot Feedback Flow Customization.

In our case, we need to use Chat Flow Builder but we don't want to have live chat with our customers. However, in the answer bot, there is a feedback flow that is automated and cannot be modified. It will ask the customer if they get helpful need and if they want to Talk to a Human

Once the customer selects Talk to a Human, it will direct an agent to them. But we don't want any Live Chat with customers.

What we want is, if they choose to Talk to a human in the answer bot, we'd like to show them a message to tell them we are not available to live chat, please send a ticket. Or just direct them to a ticket form submit page or show them the ticket form directly in the answer bot.

13 replies

S
  • ShiyuEmployee
  • Employee
  • April 9, 2021

Thank you for the feedback. I have captured this for us to consider in our roadmap planning. 

    A
    • AL95
    • April 28, 2021

    We need the same feature. We use currently only email support. No chat and no phone support. 

    We would like to have the flow builder to propose article from our knowledge base to the user as the first step. Then, if the user did not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent as usual. There should be no option to talk to a human or chat. This should be configurable in the settings.

    M

    Its surprising that we have to point this out, this should have been a feature, or should have already been implemented, someone has raised this issue a month ago.

      A
      • AL95
      • June 8, 2021

      Thanks Mohammed. And I agree. This is so basic it should have been part of the first release of flow builder.

      Morad
      • Morad
      • January 28, 2022

      Is there a way I can increase the number of fields to more than 7 we can pass to an agent, this is a really powerful tool where we can automate a large chunk of a customers interaction/request with our support team by mitigating the need of the agent having to ask for the information due to the restriction on fields, if not would love this to be an upgrade to the great feature.

        Dane13
        • Dane13Employee
        • Employee
        • January 31, 2022
        Hi Morad,
         
        I understand how important this feature can be on your workflow. However, as of the moment, there's no option to increase the fields to more than 7. This feedback has been submitted to our Product Managers for evaluation.
         
        Cheers,
        Dane
        Morad
        • Morad
        • January 31, 2022

        Hi Dane, thanks it would be a really powerful tool and hopefully not overly complicated to implement.
        Thanks,
        Morad

        Morad
        • Morad
        • January 31, 2022

        Is there a plan to increase the types of ticket fields beyond drop downs and text? I would like to see date fields, multiple choice fields.

          Dane13
          • Dane13Employee
          • Employee
          • January 31, 2022
          Hi Morad,
           
          As Flow builder is fairly new, these options are still not available. I will also add these to the feedback that will be submitted to our Product Manager. We always strive to meet the needs of our customers. Feedbacks like these are essential for us to continuously improve our products.
           
          Thank you.
           
          Cheers,
          Dane
          Alex83
          • Alex83
          • February 3, 2022

          Hi team,

          I noticed that my bot flow works completely differently than when I contact Zendesk live support.

          1. Zendesk allows for multiple conversations.
          2. If the Z bot doesn't know the answer, it allows contacting the agent. But my bot in this case asks to rephrase the question and offers to 'Start over'.
          3. When the Z bot suggests an article and I click 'No, I still need help', the Z bot also allows me to contact your team, rather than offering to rephrase the question or 'Start over'.

          Please tell me how can I do the same with my bot flow?

          Such features are very important for my product.

          Thank you!

          -Artem

            A
            • Anonymous
            • April 21, 2022

            I'm also curious how to do the above. I also think the original post's idea is essential. 

            Justin30
            • Justin30
            • May 6, 2022

            Has anyone found a solution for Artem's question above? I am also curious how to accomplish this.

            jeremy12
            • jeremy12
            • May 31, 2022

            We also need customisation for the Answer Bot flow, or particularly the text. Some of our clients get stuck in an endless loop talking to the Answer Bot and the lack of accessible customisation makes it much difficult for us to direct clients to the chat if they need to. 

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