Understanding answer flow step types

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56 Comments

  • Morad

    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

    1
  • 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

    1
  • Morad

    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. 

    2
  • Morad

    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.

    4
  • 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.

    3
  • Morad

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

    2
  • 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?

    0
  • Jeremy (Customer Support)

    Would it be possible to introduce a rule to check if any agent is available/online on the Agent Workspace, rather than a strict business schedule rule? 

    This would be more dynamic and more accurate on a day-to-day basis

    1
  • Shayan Moussawi

    Is it intentional behavior that the dropdown field does not seem to support nested categories, like the Help center form or agent forms?

    WebWidget form:

    Helpcenterform:

     

    0
  • Yext Indexer

    How can we pass variables stored in the chat to an API request URL?

    For example, is it possible to store the customer question as a variable to pass as a param in the URL?

    Maybe this would be achieved using the 'gather information' step that I understand isn't yet available?

    0
  • Daniel

    Hello.
    To do what you ask, Zendesk must release another type of step called "Collect Information", with this step you will be able to send the data that your client enters in the bot to a URL.
    For now we have to wait... I hope that he will be released soon very soon... and that my answer has been of help to you.
    Sincerely.

    2
  • Yext Indexer

    Understood. Thank you, Daniel. I had a hunch. We'll stay tuned...

    0
  • Jarred Colli

    I'm stuck! I'm only able to include name and email as fields I request in a 'transfer to agent' experience, but I want to be able to ask users to describe the problem they're having. I've attempted to create these custom fields, to make them editable for end users, but they still never appear in the dropdown options for 'transfer to agent.' I've been running in circles through the documentation but nothing makes it clear what I need to do 

     

    1
  • Lucy Husband

    Is it possible to remove the text box at all? we are using Flow Builder in its basic form with only clickable questions/answers rather than allow the user to input their own questions - to avoid any confusion for the user, is it possible to remove the text box entirely?

    1
  • Jeff C
    Zendesk Customer Care

    Hello Lucy,

    I am afraid this is not supported at this time and we would appreciate it if you start a post here regarding this feedback. Our Product Managers constantly monitor feedback requests to gather insights for possibilities of a feature to be implemented in the future.

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Lucy Husband,

    I'm Miranda, the Web Widget Product Manager.  Just wanted to jump in here and say that we are currently thinking about ways to disable the message composer from being shown during certain parts of the conversation. 

    Some questions for you to feed into the requirements:

    1. Would it be important for you to disable the message composer per channel?  Eg: Web Widget only, Mobile SDKs only, etc.
    2. Would it be important for you to disable the message composer during certain parts of the conversation flow (eg: disabled until escalating to an agent, etc)?

    We are keen to understand when you'd like to disable the composer.  

    Thanks,

    - Miranda.

    0
  • Tommy (Anatolii Binkovskyi)

    How can I translate default fields Name & Email?

    0
  • Zerviz Admin

    any chance to add the numeric custom fields to the bot ? 

    1
  • Arianne Batiles
    Zendesk Customer Care

    Hi Zerviz Admin,

    Apologies but it's still not possible to add a numeric custom field in the transfer to agent step flow. Only text and drop-down fields are supported at the moment. 

    1
  • Andrew Schreiner

    Is there a way to pre-populate the user's name and email address? 

    1
  • Travelwifi

    Miranda Burford to reply to your question :

     It would be important for you to disable the message composer during certain parts of the conversation flow (eg: disabled until escalating to an agent, etc).

    Right now, customers can write a message even if the bot is asking questions to route the chat and the customer gets the message "I didn't get that. Try rephrasing your question or start over." over and over.

    Thanks

    Elsa

     

    1
  • tushar kalra

    I want to integrate  flow builder for the bot. I have a doubt related to it. 

    I already have the user email address and customer id in my application as the user is already logged in. Is there a way to populate that info to the custom fields, at the start of the flow. I do not want to ask the customer again the same information in the preform. 

     

    Is there any way to achieve it. 

    1
  • Lila Kingsley

    FYI for Jeremy and anyone else who may be interested in upvoting, I've created a feedback post requesting that Zendesk improve the agent transfer experience in Messaging for the end user: 

    0
  • Moisés Rivera

    buenas tardes, 


    Tengo varias preguntas y sugerencias relacionadas con el desarrollo de su BOT en nuestra instancia de Teclab Perú:

     

    1. Agregar condicionales al bot es fundamental para el desarrollo de una respuesta guiada.
    2. No tenemos noticias sobre el aumento de los datos en los campos. Si hablamos de ciudades, localidades, barrios en Países, sólo se muestra 20 datos. 
    3. Las intenciones y respuesta se deben copiar cuando tienes respuestas duplicadas, una vez creada una intención debería poder replicarse sin tener que copiar y pegar. 
    4. No tenemos un carrusel multimedia, ni tampoco se pueden agregar respuestas con imágenes , videos o pdf. La experiencia de un BOT la hace exitosa cuando vives toda la experiencia sin salir del canal de comunicación. 

    Evidentemente su solución esta en proceso de mejora. Sería todo un éxito poder usar su bot con toda la calidad que ofrece la herramienta SUITE como clientes Enterprise.

     

    0
  • Diogo Lessa Costa

    Even with authenticated end users it's still not possible to show articles from Help Center with restricted access? Thanks

    0
  • Dane
    Zendesk Engineering
    Hi Diogo,

    For the Help Center steps, one major requirement is article permissions must have the visible to everyone option selected. 
     
    Hi Lila,

    Thank you for sharing such a good feedback. I hope more users will engage on it.
     
    Hi Tushar,

    Email capture should be skipped when users are authenticated via JWT. Please follow the steps in Authenticating end users in messaging for the Web Widget and mobile SDK.
    0

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