Building a bot using answers

Return to top

12 Comments

  • Jonathan

    Hello!

    I want to ask about the feedback flow question : "Was this helpful?" which previously available in the flow builder is now missing. 

    How can I enable the feedback flow again in the flow builder?

    Thanks!

    0
  • Lisa Tam
    Zendesk Product Manager

    Hey Jonathan. We are making changes to the feedback step, making it configurable. This will be implemented in 2 phases:

    • With the first release (June 1, 2022), the unconfigurable feedback flow has been removed. You can create a new feedback step by adding a Present options step type and configuring which options are available to them depending on their feedback.
    • The second release (July, 2022) adds the feedback request as a configurable step type.

    You can find more information on what's changed in this Help Centre article

    0
  • James Molina

    I don't see the option to configure intents anywhere on my existing bot/ flow or if I create a new one.  I see the note that it is not available for previous bots but I also don't see the option if I create a new bot. 

    0
  • Dane
    Zendesk Engineering
    Hi James,
     
    As discussed on your submitted ticket, and based on the launch date and duration on this article, please wait for two weeks if it's still not available on your account. Don't hesitate to contact us directly if the same issue persisted after two weeks.
    0
  • Luiz Henrique

    Hello, I would like to know how to end a flow, before I had at the end of each branch a "Was this helpful?" but now it doesn't show up and I can't publish my bot. thanks

    0
  • Dane
    Zendesk Engineering
    Hi Luiz,
     
    It seems that every blank step now will automatically have that option. 
     

     
    Can you try it on your end, if in case you are still not able to save it, feel free to contact our support directly.
    0
  • Lisa Tam
    Zendesk Product Manager

    Hi Luiz, 

    The feedback flow has been removed as we will be replacing this with a configurable feedback step in the near future. If you wish to replicate this step, you can manually add a Present options step type and configure which options are available to them depending on their feedback.

    You can find more information on this and what else has changed in this Help Centre article

    0
  • Shayan Moussawi

    Unfortunately the new bot building experience is lacking substantial functionality to work with multiple languages.

    Even when automatic translations are enabled, Greeting messages are not translated, intent options are not translated either. 
    This causes a really inconsistent experience for multi-lingual customers.

     

     

    0
  • Lisa Tam
    Zendesk Product Manager

    Hi Shayan Moussawi

    Greetings messages should be translated if you have auto-translation enabled. What you're describing there sounds like there could be a bug. Please raise a ticket with our Advocate team so we can investigate and get that resolved.

    Thanks

    0
  • Daniel Velasque

    Hello Team Zendesk.
    It would be very, very good if you consider allowing rich text in the Message step, as requested by a colleague in the community (https://support.zendesk.com/hc/en-us/community/posts/4672750330778-Request-for -Enrich-text-on-chat-bot-messages-like-bold-underline-highlight-or-the-possibility-of-including-images-hyperlinks-videos-etc-for-all-suites?page=1#community_comment_4685841766810 )

    Today it is not possible to bold or underline words, or put a hyperlink instead of a literal link.
    It would be a great improvement that today the competition has it, but Zendezk does not.
    Cheers!
    Daniel.

    1
  • Milton L

    One thing that's a little unclear is if the phrase used for intent is purely used for classification only or if it's also recognised by the bot when an end-user searches.

    e.g. In the example you give where you'd use "Request a refund" as the intent, would you also need the same phrase to be included in the "Other ways to ask" list?

    0
  • Gladys Zendesk

    Deseo cambiar el orden de la respuesta. No hay manera hay un criterio que desconozco. Quisiéramos este orden:

    No hay manera de colocar el orden de aparición que uno desea. Cual es el criterio? Puedes agregar la funcionalidad para poder ordenar las respuestas.

    0

Please sign in to leave a comment.

Powered by Zendesk