Answerbot for Zendesk Messenger

6 Kommentare

  • Mohammed Shazzaib

    There has to be a way to disable the annoying 'talk to a human' message. Can someone help?

     

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Emily,

    We appreciate your feedback, this will be very helpful to our Product Team. As of the moment, there is no option to force require contact forms in messaging but rest assured that we will be marking your comment as Product feedback to make sure that this functionality will be flagged to our Product Managers.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Mohammed

    You may edit your flow builder and have the option to remove the step "Talk to human" from the workflow. However, the option Talk to human will still show as part of the default flow if the customer required additional help. Would you like to have the option to initiate a chat in messaging disabled?

     

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  • Brianne Hansen

    Upvote! This ability would help my team a LOT!

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  • Dr Chris Horne

    Apologies for posting this here, but I'm struggling to find the right place.
    In the Web Widget the customer can type free text and then the AI tries to present some relevant articles

    In the Bot, everything seems to much more rigidly defined - so no option for the customer to enter free text at any point, or for the AI to help present suitable answers.

    Also - when I transfer to an agent what I really want to do is present one of the forms I've developed for the support pages and use these in the ticket - or at least have the option to enter some free text and perhaps upload some photos.  

    To be honest the bot is disappointing.
    However, when I use the bot on this community page it behaves much more like I want it to

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  • Dane
    Zendesk Engineering
    Hi Dr Chris Horne,
     
    The Zendesk Messaging was designed by our engineers in order for us to properly support our customers. Its main purpose is to gather all the information required from our customers to properly route their tickets. As it turns out, this capability is still achievable, yet it will require heavy customization on your end on which we cannot provide support.
     
    However, we have our public facing bot flow that is continuously being improved to cope up with the needs similar to the one you have. For more information, please refer to Using Flow Builder to create bot flows. If you have a great idea on how to improve it, you can share it to our Community Page, to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that improvement.
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