Using Flow Builder to create bot flows

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83 Comments

  • Miles Ilog
    Zendesk Customer Care
    Hi CoinBounds, 
     
    Upon checking, a colleague is already working with you about this concern. Please reply to the ticket to further investigate the issue. 
     
    Thank you. 
    0
  • Bot Ivan

    Hello! 

    Can you explain please, how far is updating counter of Resolution articles? For test I clicked to the article yesterday and choose option "it was helpful", but in Zendesk Explore today I have 0 value in report of this article for metrics "clicked article" and "resolution article".

    1
  • George Reinoso

    Hi!,

    Does flow builder works for social messaging? 

    Best,

    0
  • Dane Adriano
    Zendesk Customer Care
    Hi George,
     
    Yes, flow builder is specifically designed for Messaging.
     
    Cheers,
    Dane
    0
  • Ilaria Vilardi

    In the bot flow, is it also possible to set tags for the different automated replies? And if not, would it be possible to add tags to these conversations after they are ended? Based on this article it looks possible but I wanted to make sure whether it's also valid for conversations held with the bot, not with an Agent. 

    0
  • Dane Adriano
    Zendesk Customer Care
    Hi Ilaria,
     
    The article you have provided is for our Chat channel and not Messaging. It will work only if you are using the normal chat triggers for the automated replies. However, such function is not yet supported in the Flow Builder.
     
    Hope this helps.
     
    Cheers,
    Dane
    0
  • Ilaria Vilardi

    Hi Dane Adriano, thank you. So the conversations that happened through the Flow Builder cannot be tagged later after they are ended, is it correct? 

    0
  • Dane Adriano
    Zendesk Customer Care
    Hi Ilaria,
     
    Yes, you are correct. As of the moment, Messaging triggers does not have this capability.
     
    Cheers,
    Dane
    0
  • Santiago Gandolfo
    Community Moderator

    Hi, is there a way to add a "Multi-line" Field to the Fields in The "Transfer to agent" step in the Flow Builder? Or at least be able to send more than 128 characters in the "Text" Field?
    We would like for the customer to send us a comment abount their problem or doubt before the ticket is transfered to the agent, so that in one hand, we don't have agents waiting for a customer to send that information after the ticket was created, and also to be able to use that information in a webhook trigger to improve the routing of the tickets.
    Do you suggest any alternative?

    1
  • Dane Adriano
    Zendesk Customer Care
    Hi Santiago,
     
    You can use any available ticket fields on the transfer to agent option. You just have to add the corresponding ticket field to it by selecting configure. Please refer to the screenshot below.
     

     
    In my case, I prefer to add a text field that the customer will have to explain their actual concern. However, you can also use a dropdown for them to select a pre-defined value.
     

     
    Hope this helps.
     
    Cheers,
    Dane
    0
  • Santiago Gandolfo
    Community Moderator

    Hi Dane Adriano, I've tried to do what you mention, and multi-line fields don't show up on the Fields in the Configure section, only Text and Drop-down. And if we want our clients to describe give us a full description of their problem before the ticket is created, then an input that is limited to one line isn't a good UX, and less so because there is an arbitrary 128 character limit:

    2
  • Nald

    Hi, I remember before I was able to connect the workflow to facebook messenger. Now I noticed when the admin center interface was changed I cannot see that option anymore.

    0
  • Morgan King

    Some things that would be beneficial that have greatly hindered our ability to use this feature include:

    1
  • Alex

    Hi team,

    I noticed that my bot flow works completely differently than when I contact Zendesk live support.

    1. Zendesk allows for multiple conversations.

    2. If the Z bot doesn't know the answer, it allows contacting the agent. But my bot in this case asks to rephrase the question and offers to 'Start over'.

    3. When the Z bot suggests an article and I click 'No, I still need help', the Z bot also allows me to contact your team, rather than offering to rephrase the question or 'Start over'.

    Please tell me how can I do the same with my bot flow?

    Such features are very important for my product.

    Thank you!

    -Artem

    0
  • Dane Adriano
    Zendesk Customer Care
    @Donald 
     
    Flow builder does not support Messenger. However, you can add a Facebook Messenger channel in Admin Center > Channels > Messaging. 
     

     
    @Morgan 
     
    That's definitely a good feature to have. I'll mark it as a product feedback and this will be brought up to the attention of our Product Managers. As Flow builder is fairly new, we appreciate this kind of feedback to continuously improve our product.
     
    @Artem 
     
    Our Messaging widget has been developed to cater our customers and make sure that they will be routed to the correct department more efficiently. This was done through rigorous and heavy customization. Hence, this functionality is not yet available for our client facing flow builder. More improvements with flow builder are currently being worked on. This kind of feedback will definitely help our Product Managers on the continuous  improvement of our Flow Builder.
     
    0
  • Jason Walker

    We really need to be able to copy Bot and all its steps in a flow for backup and testing purpose. 

    1. We have multiple brands and would love to be able to copy and or apply bot to multiple brands. 
    2. We have a testing brand were we design and test bots. Being able to copy would be great. 
    3. Before deploying to production, it would be great to be able to create a copy for backup in case something unexpected goes out and we need to roll back.
    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Jason,
     
    Thanks for the feedback! The best place for this is our Feedback - Chat and Messaging (Chat) topic since our product team monitors that topic, and using this template will be ensure they get the information they need. Thanks!
    0
  • Dave Dyson
    Zendesk Community Manager

    Thanks Jason Walker!

    0
  • Katie Raeburn

    Hey, hoping someone might be able to help. 

    I have successfully built a flow and we have this working in app, however once the user has opted to speak to a human, I would like to offer them the option to ask another question/ start at the beginning of the flow, as currently it seems this user is locked into the conversation with no option to find the answer to other questions. 

    Would love any insight on this!

    0
  • Lisa Tam
    Zendesk Product Manager

    Hey Katie,

    We have some updates coming in June where you can build separate flows to address individual customer questions. You can then train the bot to recognise the types of questions to respond with the specific answer flow. You can find more details of this upcoming bot building update here.

    Hope this helps.

    0
  • Hannah Voice

    Is it not possible for users to enter free text in order to search for Help Center articles (instead of us having to configure the specific articles that we want to show)? Thanks!

    0
  • Jade Kupa

    This is great, I am having difficulty however with the Conversations. Currently, they are flowing through to the Open ticket trays, and can not be replied to in there, I have admin access and we do not use the conversations like a Live Chat, we want it to come through as a ticket to answer. 

    Can Messaging with flow builder web widget only be used if you transfer to a live agent? Not a normal ticket with a High SLA that will be answered in priority if the articles can not be solved? 

    0

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