Using Flow Builder to automate conversations

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38 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 Mike Mortimer thanks for that! It worked! 

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  • Ruben

    Hi Mike Mortimer, 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 Mike Mortimer.  

     

    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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