Release Notes Through 2021-06-19

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  • Julio Cesar

    Guys, we are currently missing so much this “Talk to a human” option in the non-configurable flows, specifically in this one: "when the user sends a free-text message and the bot can’t find any conversational shortcuts or article suggestions".

    We are in the Answer Bot for social channel EAP, when an End User send a free-text message, the bot just mess with everything and the end-user can't talk with us if they don't fall in a valid flow. As there a way to activate it again?

  • Nakano

    I'm in the same situation. Please let me know how to make “Talk to a human” option active again.

  • Nakano

    Could you show me the image of this article?

  • Philipp Kratzer

    Completely deactivating the "talk to a human" option seems counterproductive, as Chat should specifically have that option with FlowBuilder attached to it. Otherwise, you'd have a flow-chart of decisions the customer can take and if nothing fits the directive the customer is lost. 

  • Daniel Aron
    Zendesk Product Manager

    Hi @... and @Philipp, I’ve already replied to @Julio privately through the social EAP, but thought I’d share some additional context and clarification on this change here for visibility. I've also updated the broken image so it should be visible now.

    Why did we do this?

    We have received consistent feedback from our customers that you want full control over when and how your customers can escalate to an agent during an automated bot conversation, and were finding it surprising that these hard-coded (and i.e. non-configurable) escalations were occurring. This change is a short-term approach to resolve that. 

    Does this impact the existing Transfer to agent steps I've added to my configuration in Flow Builder?

    No. The change only applies to the automatically inserted feedback and fallback flows. You can still add Transfer to agent steps wherever you choose throughout your flow, and existing Transfer steps will not be impacted by this change.

    Can I customize the feedback and fallback bot end-user experience in Flow Builder?

    Not yet, however we plan to make these parts of the experience visible to you in Flow Builder and configurable later in the year. 

    So how can my customer escalate to an agent from the feedback or fallback messages now?

    When a user receives either the feedback or fallback bot message in the attached image, there are two ways to access a Transfer option when configured in your flow:

    a) Click the “start over” quick reply and manually traverse your flow to where you’ve inserted the Transfer step. (The higher up the flow you configure it the easier it will be to find).

    b) Send a free text message requesting human support. Assuming the words of the customer's message matches the content you’ve used in your Transfer step (e.g. “talk to a human”, “speak to customer support” etc.) the bot should navigate the user to the Transfer step via a conversational shortcut.

    I hope that helps. Let me know if you have any further questions.

  • Nakano

    Thank you for your reply. I'll get right on that customize! And the image is now visible. I appreciate it.


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