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Why aren't all my custom fields appearing as options in the bot builder?



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Tony

Zendesk Customer Care

Edited Aug 22, 2024


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13 comments

So I can't capture a phone number or any other filed that is a number? That is super-unhelpful. A few of the most important questions I have for users are numbers, in addition to phone number I need to know some other fields that ore numbers. Are you adding that simple capability?

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Christine

Zendesk Engineering

Hi Andres,

The bot builder only supports text and drop-down fields. Numeric fields and regex fields aren't supported. See below for alternative options to this.
 
As a workaround, if the numeric values can be predefined, use the Present options step of the bot builder or use a custom drop-down field combined with the Ask for details step of the bot builder.
 
  • The Present options allows the bot to display up to ten values. See the images below as an example.
    config_options.pngpreview numeric preset in bot builder
 
  • A drop-down list combined with the Ask for details step allows the bot to display more values than the Present options. See the images below as an example.
custom field settingsask_for_details_in_the_bot_builder.png
 
For more information, see the article: About bot builder.

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Gin Atkins

Zendesk Product Manager

Hi Andres,

Thanks for the feedback. Discovery for adding new fields to this step is starting in Q4, starting with regex, number and date.

No exact ETA when it will be delivered yet, but it would be expected in H1 next year.

Thanks,

Gin

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Could you clarify somewhere in bot builder that you can only add text or drop-down custom fields? I feel frustrated as a customer that I had to search for this contingency in a small article. I feel this question could be deflected by including in an asterisk explaining this small sentence in bot builder. Instead I have to search for this weird rule you have set in place. This just wasted me about 230 minutes of my day searching how to do it on my own when it could very easily be explained below the Fields section in bot builder. 

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Joyce

Zendesk Customer Care

Hello Naomi,
 
Thank you for the feedback. The information about the allowed field types can be seen in the Ask for details step of the Bot builder.
 

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Hello,

I can't find my custom user fields to show on the dropdown menu when selecting an option to get from the user as an input. I've made sure that the field type is text but I only get EMAIL and NAME to be asked from my user.

How can I resolve this? thanks

 

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Cheeny Aban

Zendesk Customer Care

Hi Dieter, 
 
I created a ticket on your behalf, so that one of our Support Engineeers will be able to further check your account and troubleshoot the issue for you! 

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Hello,

We currently rely on a numeric field for order numbers within our reports and processes in Zendesk. Our order number contains 8 digits. We also request tracking numbers and other numerical responses.

However, this limitation is proving to be a significant obstacle.

The proposed solutions do not seem to offer a viable solution to address these issues. 

Once a field type is set, it cannot be edited later. Creating new fields would disrupt the functionality of most of our reports.

Are there any upcoming plans to include the capability of adding a basic numeric field to the bot in the near future?

Thank you.

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@... Any update on this feature launch? to include other data types especially numeric, REGEX. It is really the need of the hour given it is important to do validation of customer inputs using REGEX

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@... You mentioned the expected time of arrival for adding regex, number and date fields to the “Ask for Details” step was H1 of this year?  Do you have an update on when they will be available? This is causing a major pain point for our team

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@... Do you have an update on when this feature will be available? Regex fields would be incredibly useful for us, and we would appreciate an update on the status of this project.

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The biggest issue apart from not having other field types is the dropdown field. The dropdown fields are not even visible at the transfer step in order to set existing variables against the dropdown fields values. Only text fields are visible!

 

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Brett Bowser

Zendesk Community Manager

Leo Ostigaard and David. Thanks for reaching out in this article! It's difficult for our PM's to keep track of feedback across all our articles so I would recommend creating a feedback post in the following topic in our community since that's the primary place our product managers are monitoring: Feedback - Zendesk AI and automation

 

Let me know if you have any questions!

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