New Flow Builder features

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18 Comments

  • Ahmed Zaid

    This is exciting. Great update!

    It would be great to have the topics nested in categories to avoid a cluttered welcome message.

    0
  • Shameen Rana

    Hi

    May i please know when this Make API Call feature will be available in EAP?

    Expected month?

    Thanks.

     

    1
  • Rafael Santos

    About connecting bots to external systems, what's planned to manage the received responses, as to parse and apply conditional logic?

    Also, how will those be logged for audits & troubleshooting?

    1
  • Shayan Moussawi

    Apparently the Make an API Call step launched just yesterday, which is great.

    But is there any information as to when we can expect the improved Flow Builder experience and especially the "Collect information" step. The latter is almost a necessity to work with the Make an API Call step.

    Also is there any news about adding tags to a ticket depending on answers selected throughout the flow? This could help with Ticket routing a lot. 

    3
  • Roberto Salinas E.

    Hello,

    New features are good!!, but, when will it be possible to connect a flow from a BOT to whatsapp, I made a simple flow with the "Transfer to agent" connector I have tried to get name, email and custom field information and this did not work for me.

    0
  • Shiyu Zhu
    Zendesk Product Manager

    Hey Shameen Rana
    The feature was rolled out last week, and this should be available in your account.   

    0
  • Shiyu Zhu
    Zendesk Product Manager

    Rafael Santos
    There are plans for us to introduce a new conditional step into flow builder later this year so that you can start building personalized bot experiences. 

    In terms of logs and troubleshooting, the ones for Make API steps are available inside Integration logs in Flow Builder

    1
  • Shiyu Zhu
    Zendesk Product Manager

    Shayan Moussawi
    Great question. We are in the process of revamping the data collection experience; with the upcoming release, you will be able to configure the bot to collect information anywhere in the flow and use this data as input parameters for making API calls. 

    We are also working on a piece of work that allows you to pass bot context(ie options clicked) to agent workspace for better routing and triaging 

    1
  • Shiyu Zhu
    Zendesk Product Manager

    Roberto Salinas E.
    RIght now, there is a limitation where forms are not supported on social channels. We plan to address this problem later on this year 

    1
  • Shameen Rana

    Hi Shiyu Zhu

    Thanks for letting know.

    I was just testing this feature and have a question regarding it.

    • I want to grab the email address of the current user asking for status from third CRM in the chatbot and pass it api post body. is there any way to achieve that dynamically? or is this something in progress?

     

     

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  • Shayan Moussawi

    Hello Shiyu Zhu,

    Are there any plans for translation of the flow steps? This currently presents a major issue, as we do not want to rely on automatic translations for our customers as those aren't particularly up to our standard, and dynamic content doesn't seem to work in flow builder. 

    We currently work around this by using a different brand for each language, however this bears the problem that linking Help center articles doesn't work, because we cannot connect multiple brands to a single help center.

    Just being able to setup multiple Bots and Web Widgets for a single Brand would also help greatly with this. (Thinking about it, this would really help, and I do not quite understand why this limitation currently exists, setting up multiple web widgets per Brand would allow for so much easier handling of multi-language content, also it would allow translation of the opening hours and Bot name, is there any reason this limit exists?)


    Also in regards to social messaging: Unfortunately the video is misleading. As social messaging still seems to suffer the following restrictions: (unless of course these restrictions will be removed after the rollout) are there plans to integrate these features into social messaging? Especially the lack of a Greeting message, seems like a major problem. At the very least after interacting with the social channel, the customer should be presented with the initial Greeting flow.

    • Data capture. If you've added a Transfer to agent step and configured support custom fields as a part of your flow, the configured fields will not show on your social channel customer experience. While the conversation will still be transferred to an agent with relevant history, the bot will skip any data capture configured.
    • English only options experience. For channels like Whatsapp, quick reply options are not supported, and it will degrade to a text-based experience to list the options for the user. The bot will say “you can say” followed by the options you have configured. For social channels, this phrase “you can say” is not localized and supports English only today.. The bot cannot be configured per channel at this stage; it will be enabled across all Zendesk integrated social channels, including Sunshine Conversation integrations.
    • Greetings. On social channels, the bot is not able to send the greeting message to begin a conversation. The user must speak first, and then the bot will follow normal behavior when receiving a free-text message and attempt to find a conversational shortcut.


    EDIT:

    Also, we just received the release. And unfortunately the "Collect information" does not seem to be included. Will this be rolled out at a later date?

    4
  • Jordan Brown

    Shiyu Zhu this feature hasn't rolled out to my accounts. Is there a delay?

    0
  • Lisa Tam
    Zendesk Product Manager

    Hi Dan,

    Which feature are you referring to? If it's the improved bot building experience, this is currently being rolled out across the regions and will complete by end of this week. Social channels support and Connect bots to external system is already available.

    0
  • Pedro Rodrigues
    Community Moderator

    "We are also working on a piece of work that allows you to pass bot context(ie options clicked) to agent workspace for better routing and triaging"

    Hello, any news on this one? Not being able to identify the specific flow and/or options selected in Agent Workspace is a major blocker, especially if configuring dozens of answers whose flows are to be reassigned to multiple Groups.

    0
  • Lisa Tam
    Zendesk Product Manager

    Hi Pedro,

    It's planned for H2. In the interim, there is a workaround where you can use data capture and support triggers to route the end-user to a specific group.

    0
  • Pedro Rodrigues
    Community Moderator

    Hi Lisa Tam, thanks for the quick reply! We already tried and know it's possible to do this using custom fields (as with a web form), but by using those we defeat the purpose of having Answers in Flow Builder.

    Edit: in the meantime, here's the workaround I use

    We only want to use custom fields for custom Answers, not to design the overall experience from the start... Thank you for the sharing the workaround, looking forward to the complete routing experience 🙂

    0
  • Daniel Velasque

    Hello Lisa Tam and Shiyu Zhu!
    I hope that everybody are very well.
    In our sponsored environments and in our clients' environments, when building a flow, we are not seeing the "Collect Information" option. Is this option already available to be used? or hasn't been released for use yet?
    Would you be so kind to tell us how you can see that option?
    Thank you very much in advance and have a great day!

    4
  • Anton

    Lisa Tam Thank you for offering the workaround. Yet, I hope the "collect information" step will be available soon to enable collecting the information for social messaging, where forms are not supported.
    Also, the flow tagging step is something we drool about. 

    0

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