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19 Comments

  • Tay Wisor

    Can you add a feature for exporting to PDF or share to email for colleagues?

    0
  • Greg Sanchez

    If I have live chat enabled, how will answer bot be incorporated? Will there be a hand off from bot to chat or vice versa or how does it work?

    0
  • Chaos

    How can I measure tickets that are not transferred to agents in explore

    0
  • Lumi Fagbure

    Is there a limit on the number of values in a drop-down that can be displayed as a ticket field (in the Messaging widget?)? I have a drop-down field with about 160 values and on the widget, it only shows ~20 or so. 

    0
  • Miranda Burford

    Hi @...,

    Thanks for your feedback.  Much appreciated!  We have plans to increase the number of dropdown values we support within the messaging widget.  Unfortunately, I don't have an exact timeframe on this but will be sure post an update in here once it's been actioned.

    Thanks,

    - Miranda.

    0
  • Christoph Kutz

    Hi,

     

    is there already a plan to increase the limit for dropdown menu values?

    This is currently our showstopper and we can not continue implementing the new answer bot with that limitation.

    1
  • Miranda Burford

    Hi @...,

    Yes, we have plans to increase the limit of dropdown menu values to 150 or so.  This is something that's currently on the roadmap and should be available within the next couple of months.

    Stay tuned!

    - Miranda.  

    0
  • Fredrik Tuvlind

    Hi. 
    We've been having problems with customers getting stuck at the end step and not being able to exit the transfer to agent "flow". Is there any way to have a callback to start over from the top again? This currently holds us back from enabling the transfer to agent step as it renders the rest of the answer bot/flow builder unusable until an agent deletes the ticket.

    3
  • Heather Rommel
    Community Moderator

    Can we have the flow offer different options to different user segments? We'd like to customize based on the type of user is interacting with us and keep some options confidential based on who is interacting with the bot

    0
  • Sam

    Is there a way to start over the whole flow after opting for a agent handover in the flow builder?

     

    1
  • Daniel Aron

    Hi Sam, 

    The bot does not automatically send the first message in a subsequent conversation after agent handover. Once the agent has closed the associated ticket, and the conversation is handed back to the bot, the returning customer must send a message to initiate a response from the bot. The bot will then attempt to find a conversational shortcut and respond according to normal free-text entry behavior. 

    Does that help? I'm curious to hear your feedback on this experience and the desired experience you had in mind.

    0
  • Daniel Aron

    Hi Heather, 

    That isn't possible with Flow Builder currently, however we're looking into ways to allow admins to personalize the flow based on user data as part of our 9 month roadmap. Thanks for your feedback I have captured your use-case for consideration.

    1
  • Daniel Aron

    Hi Fredrik,

    It is expected behavior that once the conversation is handed over to an agent, the bot can no longer participate in the conversation with the customer until the agent has closed the ticket. This document has more details. Having said that the ability to support multiple concurrent conversations is in the 9 month roadmap for messaging and Flow Builder.

    0
  • Thomas D'Hoe

    Hi,

    It seems like there is a conflict between adding a "business hours" condition and the "continuous conversation" setting.

    In our account we have both (see screenshot widget): 

    - a business hours condition for chat as described in the article above (numb. 1 in screenshot)

    - continuous conversation setting enabled (numb. 2 in screenshot)

    As you can see, this is not the best experience:

    1: Customer receives a message because he started a conversation outside of business hours.

    2: Customer receives another (automated message) that we are offline (because of the continuous conversation setting).

    So the second message isn't necessary => Ofcourse we are offline because it's outside of our business hours... 

    Any suggestions on how we can make this customer experience better? 

     

    1
  • Daniel Aron

    Hi Thomas, 

    Thanks for the feedback. To avoid the unnecessary second message as you point out you can disable the trigger from Chat Triggers > Continuous Conversations. The setting itself needs to remain enabled. That setting is used for sending email for unread messages.

    0
  • Thomas D'Hoe

    @...

    Thanks. Good to know. Is there an article that describes that? I didn't found that.

    With the setting itself, you mean the checkbox in Support?

    0
  • Rex Lai

    Hi,

    Is there any "Go back to last option" button, looks like I have to duplicate the whole flow multiple times to make something like this happen for now.

    1
  • AMU Cx Lead

    @... I would also like help with this.

     

    "Is there any "Go back to last option" button, looks like I have to duplicate the whole flow multiple times to make something like this happen for now."

    0
  • Mvbarrios47

    We can put a link in the message we configure on answer bot?

    0

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