Messaging: Hide text entry field from End Users on certain Step types
We need to be able to hide / disable the End User's text entry field in the web widget at key points in our answer flows.
For example, at certain "Present Options" steps, I don't want customers to be able to type in their answers; we need them to exclusively use the buttons in the widget in those steps.
Currently, customers are typing in freeform answers, which frequently sends them into a different (wrong) flow. This leads to an extremely frustrating user experience.
Ideally, I'd like to be able to toggle the text entry field visibility at the individual step level for these step types:
- Present Options
- Ask if Question Resolved
It could be as simple as a little toggle / slider within the Configuration of these step types:
Text Entry Field Visible? (true/false)
-
I second this and had a call with a support team member this morning where I suggested this myself - its extremely frustrating for both the customer and for us when they type a response to an option presentation. The ability to turn this on or off for certain steps would be perfect.
-
Thank you, Harper for pointing it out! I completely agree. Boris
-
One more vote for that functionality.
-
Another vote here
-
And one more vote!
-
A vote from here as well!
-
Hi everyone,
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, September 20, 2023, at 11 AM CDT, for our PM Roundtable on Messaging End-user Experience. It’ll be an open discussion on what is and isn’t working for you in this focus area of Zendesk. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards,
Onur -
Thank you so much for providing feedback on this area! We want to note that this feedback has been logged.
In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article. Thank you again for your feedback!
-
One more vote for that functionality.
-
We are also in the process of developing an answer tree and making it available to our customers. As this is very extensive, the user does not always get the desired answer when entering free text - this is the result of initial internal tests. This would greatly reduce the acceptance of this great feature. We would therefore very much like to have this feature.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.
10 Kommentare