|Thanks to everyone who attended our PM Roundtable on Messaging End User Experience, where the product team connected with community members to hear and address feedback. After hearing from you on what changes would be best, the product team drafted this response on key points raised during our roundtable. We've included below their summary, resources from the event, and a complete recording of our roundtable.
|We want to summarize what we heard from you on what could be improved regarding the Permissions and Audit log at our roundtable session on September 20, 2023. Thanks to everyone who attended and for being open and transparent about what is and isn't working for you, your teams, and your business.
|Removing/raising the step limit from 2,000
We noticed the key reasons customers are hitting the step limit are due to the repetitive flows/steps. With reusable answers on the roadmap for Q4, this will help customers with managing duplicated content and therefore reduce the flow sizes.
|Closing inputs need to improve
We understand the issue that leaving the text composer enabled to free input when a bot is accepting a specific response is causing. This may be a simple improvement that we can make to the End User Experience that would alleviate "bot confusion" in messaging, and we've reviewed this with our internal Design team.
We hear your feedback that "some customers are hesitant to enable the messaging widget because they feel this creates an expectation of an "always on" human in the loop. Changing the 'Transfer To Agent' step name to 'Create Ticket' might help subside some of that anxiety.". This is a really valid point, and we're working with the Zendesk Bot and Agent experience teams to see if there's a possible improvement that we can make to this aspect of the experience.
|Counting MAU When a Visitor Opens the Widget
One point relating to MAU calculations was whether it's possible not to count a Monthly Active User (MAU) when a visitor only opens the widget without any interaction. Zendesk proposed a workaround of using proactive messaging instead of the bot for a greeting to potentially avoid this issue.
|Improvements to Messaging and Bot Builder
Customers have asked for clarity on the planned investment in messaging and bot builder in 2024. Zendesk is happy to confirm that we are investing heavily in Bots and AI today, with even greater investment planned in the future.
|Messaging Dashboard Request
A question was raised about adding a messaging dashboard similar to the former chat desk dashboard to help teams understand agent utilization and customer conversations in real-time. Under the recent launch of a messaging data set in Explore, Zendesk now offers the capability for real-time dashboard viewing and drill-down capabilities. Zendesk has also made a move to acquire Tymeshift, which offers additional capabilities around reporting agent utilization that will be incorporated in the future.
|Plans for Omnichannel Messaging
We've been asked about the focus on omnichannel messaging. We see omnichannel messaging as the future and encourage customers to transition from live chat to messaging. We acknowledge the challenges customers face during this transition and offer to help find solutions to any issues they're facing.
The need for a revision history in managing flows, similar to triggers, has been raised to see previous configurations and when changes were made. Customers have suggested a single-click feature to revert back to a previous version. Zendesk does have an upcoming ability to export and import configurations, which would serve as a workaround for a version-controlled system.