Thiago Fernandes

ZD just launched a 'Fallback' feature to the bot, I have been trying it but it does not work properly and does not do what it is supposed to, it does not take customers back to the initial menu and it does not recognise when something that is not in the flows is typed in, in fact, it is making the experience even more frustrating so I will not be using this new functionality, now I ask, WHY waste time creating something that is frustrating to us instead of simply listening to your customers and add the 'back' bottom, as the comment above, as my previous comment here months ago and many others for the past year, it is mind-blowing the lack of customer focus and adapting to your customer's needs.

If creating the BACK bottom or the Restart bottom is so difficult can you PLEASE at least add the ability to add 'training' questions' to this new FALLBACK function so at least we can train the bot to recognise words and sentences such as: back, go back, return to menu, back to start, restart and so on, so when customers type those it will at least take them to where you need them to be instead of giving them random flows

There must be an option for customers to return to the main menu in the bot flows otherwise it is a pointless exercise as it can create more frustration than actually help them and the income of tickets with the wrong contact reasons will be huge, I'm in the process of launching our answer bot and not having that option is just not viable, how difficult it is for ZD to add that feature? Every other bot already has it.