Using Flow Builder to automate conversations

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52 Comments

  • Clik Rogan

    Thomas Crosson Yeah I'm feeling we may end up doing something similar until this Product goes to market. The product thus far has HUGE potential and pretty excited to see this rolled out across all of our websites. 

    Thanks for your help too! =]

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  • Mike Mortimer
    Zendesk Product Manager

    Clik Rogan as part of the collect data step in Flow Builder you can choose to capture "Name"  (system field) which replaces the anonymous "Web User 123456" with their name in the various places.

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  • Clik Rogan

    Hey @... thanks for that! It worked! 

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  • Ruben

    Hi @..., I have a question regarding the data collection step. We have our flow builder setup with a data collection step to gather users information which is working properly when they end up on that step. The issue we're running into is when the flow presents the customer with a list of articles and they then select the Talk to a Human option, this skips the data collection step and routes the user directly to the agent. Is there any way to route this to the data collection step properly? At the moment on the flow builder seems to hit a dead end after the suggest article step, I'd like to make it easier for our agents by having the information collected beforehand every time.

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  • Amie B

    Hey Mike, 

    I've got a couple of proserv customers who are looking at using Flow Builder for their needs however they have both come back to me with the same feedback. 

    They both reference the bot which is on Dan Murphy's website here: https://www.danmurphys.com.au/dm/home

    The bot on here is very similar to what you've created with the Zendesk Flow Builder however it has more functions. When live chat is no longer available on this bot they are running, it allows the customer to still submit a ticket. 

    Both of these customers currently use the web widget and feel if they upgraded to using flow builder for a nicer/more personalized experience, that there are a few features that are missing and we're hoping to see if these might be on the road map at all for flow builder.

    1. Ability to customize the messages more. i.e when the bot asks "was this helpful" and the yes no options appear, could this text be customizable so it's possible to make it more obvious that if you select no, it takes you to a chat or wherever from there. It's just not that obvious from a customer perspective

    2. You can add name/email& custom fields... however no option to add a description field to capture a question before the customer is transferred to the agent on chat. If the customer selects no and gets all the way to chat, then most of the time what they want to ask will differ from the suggestion which has been served up. It would be nice to be able to offer a description field if the question for the human on chat differs, in the end, from the original. The reason for this is by the time the ticket is created for chat, the transcript could already be quite lengthy by the time agent gets to read it. 

    3. Both asking for the ability to be able to serve a ticket form as a last resort when chat is not available. 

    4. there's nothing to indicate that if they select to talk to a human... that chat is offline. 

    Don't shoot the messenger. Appreciate any feedback on this. :)

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  • Matt // Zingerat

    Looking for the answer to Ruben's question above also.  We have hundreds of 'Web user' anonymous users being created and it's causing some havoc..... as we dont know if they have separately contacted us and their issues resolved....

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  • Mike Mortimer
    Zendesk Product Manager

    Matt // Zingerat and Ruben, in the short term we're looking to introduce the name and email by default on the fallback experience to ensure this is captured. Longer term the plans are to make all experiences (including this fallback and feedback flows that aren't currently configurable) available for you to configure as well. 

    Amie B:
    1. Covered above
    2. What we suggest here is that the handoff message (as part of the transfer step) asks the user to provide a description. When the user replies, that reply would be then be visible as the most recent message in the history for the agent to respond to - this is cleaner and simpler and more conversational than having a "description" field.
    3. Messaging is a new way of thinking - we're no longer forcing users to think about "channels". If the user has a question and they need to speak to a human, we connect them. We don't force them to "submit a ticket" and switch over to email. If a user chooses to provide their email so they can get notified when an agent replies, it's up to them. The most important part here is setting the right expectation around agent response time so users aren't left waiting around when an agent isn't available to reply quickly. The new re-engagement work which is still in the process of being rolled out, addresses this. https://support.zendesk.com/hc/en-us/articles/1260803148430-Enabling-continuous-conversations-to-re-engage-messaging-customers
    4. Re-engagement above begins to address this as well, and we're also working on making the offline/online experience better and more configurable - stay tuned

    As always, thanks everyone for your feedback, questions and context, it's hugely useful and valued 🙏🏻

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  • Matt // Zingerat

    Awesome, thanks @....  

     

    Mind if I ask does 'in the short term' equal days, weeks, months or years?

     

    Just trying to decide if we disable it while we await the improvement or not.... thanks.

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  • Maurice

    This flow builder and answer bot is more time consuming than helpful. You are unable to modify when "Talk to a human" will be needed. Unable to edit when to ask for information if user needs to be transferred to a live rep, it's asking the user to rate the chat even if you have disabled it from live chat settings (there's no way for you to disable bot from asking for a rating). How soon can you get this altogether? Don't call it flow-builder if it doesn't allow you to modify the flow from end to end!

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  • Shiyu Zhu
    Zendesk Product Manager

    Hey Maurice We are planning to remove the 'Talk to a human" option from the system flows so in the future, you will have full control over when the "talk to a human" option is presented and the info it collects. 

    In messaging, Csat ratings is managed in Support instead of Chat, this is an article to show how you can disable Csat

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  • Maurice

    Thank you Shiyu Zhu for your feedback. When is going to be available? Having full control of the entire flow? Also, during our pilot, a lot of our users have noticed that they are unable to attach files. It is quite inconvenient for users to send the files separately via email, any plans to improve this? Or is there a setting to enable file attachment? 

    Thank you for the quick revert. 

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  • Ian Morgan

    I am also interested in the removal of 'talk to a human" and make it editable in Flow Builder. The Flow Builder route only works at the first response level. If the user tries a search with Answer Bot and still needs to 'talk to a human' then the route specified in Flow Builder is ignored. In my use case, I would want to provide the form created in flow builder at any time the user wants to 'talk to a human'.

    While setting up the Widget with Answer Bot I have found a lot of confusion between Chat and Message set up. There appears to be some overlap but it is not made very clear in the documentation. Some triggers you set in Chat but others are set in Support. I have only got as far as I have by trial and error. Looking forward to clarification. 

    Perhaps a document could be produced which covers the complete setup flow in Chat and Support when using Messaging and Answer Bot? 

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  • Luis Rodriguez

    Can I directly integrate the flow builder into the contact form? In order to make it in a way an "Interactive contact form".

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  • Sarah Hicks

    I can't figure out what I'm doing wrong, we're on the Enterprise plan and I'm trying to setup Flow Builder in Sandox but I can NOT find the option for Flow Builder.  I've turned Chat on for my test brand but then can't get any further, help?!

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Sarah Hicks

    I think you have to enable messaging before you can enable Flow Builder. 

    Hope that helps!

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  • Tushar Banka

    Flow Builder & Triggers
    Query 1: Do flow builder and the 'trigger' function in chat work together?
    For e.g., if the trigger for a chat is initiated after a user stays for 20 secs on the page, there can be two cases:
    Case 1 -
    The user responds to the trigger and the flow builder takes over after the first message from there?
    Case 2 -
    The flow builder is triggered on a specific condition. At present, the flow builder only gets trigger via user initiation of chat and we couldn't find an option to automatically trigger it.

    - Is there any option to adjust our flow builder based on any input query from the user?

    Query 3: Can we change the default end-message of the flow builder? For eg. can we get this default message "Got it, Try rephrasing your question or choose from these options" changed?

     
    3
  • Ingrid van Veen - Schokkenbroek

    Aimee Spanier

    Is there a businesscase/benchmark available for Flowbuilder we can use to manage expectations of how many (%) tickets Flowbuilder 'prevents' / how much (%) Flowbuilder attributes to selfservice /the % of tickets solved by Flowbuilder and how many customers (%) want to get in touch with agents? Maybe even in comparison to Answerbot? Maybe even a calculationtool like you provide(d) for answerbot, see picture below.

    And I don't mean the resolutionrate of suggested articles (answerbot via flowbuilder) but the number of people that started a flowbuilder conversation... And of whom we were able to answer their question using automated answers. 

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  • CJ Johnson

    I cannot for the life of me figure out how to add in a flow step with options. It's never presented in the flow panel and there's nothing to "add" options anywhere that I can. What am I missing? 

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  • CJ Johnson

     or include multiple branches based on customer responses

    This is exactly what I want to do, but this article doesn't seem to cover it and I cannot find any options whatsoever to indicate how I am supposed to set this up. How can I set it up so that if someone asks the answerbot any question with the word "returns" in it, it replies with a specific response? 

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  • Ingrid van Veen - Schokkenbroek

    CJ Johnson I've had the same problem. But I think I've figured it out...  I think you are trying to add this options step between two steps that you have already set up? That's when I had this issue. My solution won't make you happy... but I removed all the steps following after where I wanted the new options step to be. So that this new options step was the bottom step in the branch. If you choose 'add step' then, you will find that the options step is available. A lot of work (when there are a lot of steps to delete and add later, and with a copy-paste option missing ;-)) Wish you luck!

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  • Aimee Spanier Is it possible to add a numeric ticketfield or a ticket fiels (multiple lines) with the transferring to an agent step? These field don't seem to appear in the dropdownlist. This would be very useful to eg ask customers for their customerid or phonenumber and asking them to explain their question in more then 128 characters (single line). 

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  • Aimee Spanier one last question (for today ;-) In the fall/feedback flow we see the option 'start over', Is is possible to add the option 'start over' to our customized flow as well? And if so, can we select where this should be? In the fall/feedbackflwow this is always at the top (welcome to <company name>). We'd prefer 'start over' to start at 'How can we help/please choose your subject'. Kind regards, Ingrid van Veen 

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