There needs to be more customization allowed for answerbot. We switched to messaging and created a flow using flow builder, but if users type in a message, thus skipping the flow, they will be stuck in loop with answerbot unable to be directed to an agent. For example, a user sent 9 messages that all got the response "I didn't get that. Try rephrasing your question or start over." before she finally clicked start over and was able to go through the regular flow builder. It's a bad user experience and send users to our agents already feeling frustrated. When I talked to Zendesk support, the agent said that this was expected behavior and he couldn't recommend anything different since we were already following best practices.
It would be great if we could customize what answerbot does when a user types a message and doesn't use flow builder. For example, it could just respond with the second step of the flow. Or it could suggest articles the first time but transfer to the agent the second or third time a question is asked. Or you could edit this message ("I didn't get that. Try rephrasing your question or start over.") to be "I didn't get that. Try rephrasing your question or talk to a human."
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