Comparing the bot-building experiences

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  • Phil Andrews

    "If you want to keep this functionality and are not using a greeting message, you can guide end users to navigate to the start by typing in a key phrase."

    I am using a greeting message - how do I get the greeting message to trigger again? 

  • Lisa Tam
    Zendesk Product Manager

    Hey Phil.

    With this new experience, if you are using the ootb greetings, we encourage end-users to just ask their question and the bot can find the answer. They no longer need to keep navigating through the entire flow to search for the answer. 

  • JP

    very good, it is becoming more and more robust, when we can use step (options) as input parameter for triggers, it will be perfect

  • Andrey Vasilyev

    This is really great, very welcome changes! I'm sure there are a bunch of things in the works and that it takes plenty of time to roll out such updates on such a massive scale but it would be nice to see some additions be made to the "Choose Step" menu when creating answers and/or step options/fields to make them a bit more robust. 

    Edit - I guess on this note it would definitely be pretty cool if we were to be able to somehow display media to an end-user via the bot (that's not doable currently is it or am I missing something?)... but I suppose articles already kind of do this in a way. I guess the imagination can really run wild when considering all of the different things that could be done when staring at that answer-builder canvas and the steps menu for a couple hours 😄

  • Dave Dyson
    Hey Andrey, glad you like the changes, and welcome to the community!
    We love to hear ideas from our customers, and while you're right it takes time to roll out changes, and there's a lot that goes into the decisions about where to spend our development resources, it'd be great to hear more specifics about what you'd like to see. For the best visibility to our product team, can you post to our.Feedback - Chat and Messaging (Chat) community topic, using this template for format your input? Thanks!
  • Toshihiko Kodama

    I agree with you all that these changes are very splendid!

    I also agree with JP and Andrey on the next request.
    I would strongly prefer that the individual flows be displayed not only by keyword, but also by the user selecting an option.

    If the Flow builder could offer a new "Connect to another Answer" option in the "Choose step" to connect to an existing Answer,
    it would dramatically increase flexibility and improve data management and maintainability.

  • Raphaël Péguet -

    Is there a way currently (except making api calls to the zendesk instance - but theres no documentation about how to do it) to store data on the ticket based on the starting answer?

  • Permanently deleted user

    It is frustrating that Zendesk removed the Start Over feature from the bottom at the beginning of this month and isn't adding it back until later this month. My team has been incredibly busy this month so we didn't even notice the removal and we didn't have time to replace the bottom of the flow options even after customers were getting stuck at the bottom of the flows. 

    This removal of an existing feature caused a very poor customer experience for many. In the future for things like this, I'd prefer to wait for the new features until you're able to keep the existing features and so it doesn't break the flowbuilder needing immediate attention. 

  • Sean Shiu

    hi, I found a problem and need your help
    when i use a BOT's choose step that "Show Help Center articles"
    and i find the language not the preset one
    after check it , we guess it cause the system are useing the first language we useing in the help center
    we test few articles which preset lauguage are not same and getting the same language
    its really make us feel depressed
    can you help us checking this logic or not?

    (all the articles that 『Show Help Center articles』are first language and can't change it )

  • Dane
    Zendesk Engineering
    Hi Diogo,
    For the message it is 4095 characters. While for the option, it is 60 characters.
    Hope this helps!

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