Understanding bot flow step types

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37 Comments

  • Morad Benmoussa

    Is there a way I can increase the number of fields we can pass to an agent, this is a really powerful tool where we can automate a large chunk of a customers interaction with our support team by mitigating the need of the agent having to ask for the information due to the restriction on fields

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  • Santiago Gandolfo
    Community Moderator

    Hi,
    Is there a way the 128 character limit could be removed for the Text fields in the Transfer agent step? And also could the word wrap the field in multiple lines (maybe allow for multi-line fields)?
    Because we believe that it's a horrible UX for our customers to be able to write a large chunk of text to then be forced to reduce it to 128 characters AFTER they press continue, and not being able to see the full text in the Text field

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  • Morad Benmoussa

    Is there any update to increase the number of drop down values beyond 20? I can it was mentioned 6 months ago that it was due to be released in a couple of months. 

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  • Morad Benmoussa

    Are there any plans to increase the number of ticket fields beyond 7 in flow builder? The use case for this is some of our conversational flows have more than 7 questions e.g. 15 it would be great if we could configure answer bot  to collect all 15 ticket field questions that populates our form in agent workspace.

    Agent productivity increases immensely, and the number of simultaneous conversations increases beyond 3 chats per agent. Customers have responded very well to this especially those who want to complete business with us in a timely manner.

    1
  • Miranda Burford
    Zendesk Product Manager

    Hi Morad Benmoussa,

    Thanks for following up!

    Is there any update to increase the number of drop down values beyond 20? I can it was mentioned 6 months ago that it was due to be released in a couple of months. 

    Unfortunately, we've had to push this out but it's still in our backlog/on the 9 month roadmap to be addressed.  I can't provide an exact date at this stage but hopefully soon!

    - Miranda.

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  • Morad Benmoussa

    Are there any plans to increase the number of ticket fields in bot flow for messaging? Its currently 7, no where enough.

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  • Katya Letuchaya
    How to set up a Transfer step as in your live-chat? In your live-chat it is stated that i should "Complete the form above" first. Can i set my live-chat the same?

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