| Announced on | Rollout starts | Rollout ends |
| July 26, 2022 | July 26, 2022 | July 26, 2022 |
Announcing the “Ask if question resolved” step type is now available in Flow Builder. This new configurable step allows the bot to capture feedback on whether it has resolved a customer’s query in a conversation.
How can it help me build my bot?
You can use this step type in a number of ways:
- Use the “Ask if question resolved” step to branch an answer flow and add subsequent steps based on whether your customer has indicated their query is resolved or not
- The feedback collected from the “Ask if question resolved” step will soon become available in Flow Builder reporting in Explore to allow admins to measure and improve the effectiveness of each of the bot’s answers
The default text of the messages and options associated with the “Ask if question resolved” step is fully customizable. Learn more
When will the reporting be available?
The resolution feedback reporting captured with the “Ask if question resolved” step is expected to be available in the Flow Builder dataset and dashboard in Explore by the end of 2022. When released, historical data will be available going back to when you first published your bot to include an Ask if question resolved step.
What do I need to do?
You don’t need to do anything. It is an optional step type to include in your bot configuration and automated messaging conversations. It is recommended that you add an "Ask if question resolved" step to your answer flows as soon as possible to ensure you have sufficient historical data to analyze once the reporting is released.
Does this impact Answer Bot Article Recommendations resolutions and pricing?
No. Resolutions counted with the Flow Builder Ask if question resolved step do not contribute to Article Recommendations resolutions or impact existing Answer Bot billing and charging in any way.
9 Comments
Unfortunately this does not bring the functionality I had hoped for:
Mainly being able to customize the default fallback feedback flow, which is something a lot of people have been asking for as well.
E.g. the flow that is asked after an article recommendation. Are there any plans in regards to this on the roadmap? Because that was what most people meant when they said they want to be able to customize the feedback flow.
Also in regards to this release: Being able to add additional branches instead of just two would be really helpful.
Hi Shayan, thanks for your feedback. Yes we expect to provide the ability to customize the fallback flow, including what comes after an article recommendation by the end of Q3.
In regards to your comment
Could you elaborate on what you had in mind? Are you suggesting you'd like to add more options in addition to "resolved" and "unresolved"?
Is it possible to change the default messaging permanently from answer to answer? It's quite burdensome to have to copy and past the language we would like within the 'ask if question resolved' step.
Hello Daniel Aron,
Thank you for your response.
Yes I am talking about adding more options and possibly being able to map them to "resolved" or "unresolved" or "other". This would allow for flows to be less cluttered and reduce the time until customers get to a desired option.
The use case is for certain flows where the customer has to be connected to a Support Agent for their issue.
For example:
"If you have already placed an order, we will need to cancel it for you in order to allow a change in payment method"
Option 1: Thanks problem solved I haven't issued an order (resolved)
Option 2: No I still need help I have another issue (unresolved)
Option 3: I have issued an order and would like it cancelled (neutral or unresolved - depending on analytics needs)
Hi Natsumi, thanks for your feedback.
No this isn't possible right now to save, however we just released the ability to copy and paste between answers. So you should be able to copy a customised version of the Ask if question resolved step from one answer to other answers quite easily now. Hopefully this helps!
Will this ever be live on 'Chat'? Messaging does not work with our high level on contact we receive.
Thanks
This flow step breaks auto translations ...
When I update my flows, they are only updated in their native language. When I switch over to a non native language it displays the very old version of the flow, before implementing the Feedback step.
This is something we should have been told in advance. As implementing this has broken our ability to update our flows for other languages.
We use the auto translation feature provided by Zendesk Messaging.
Hi Shayan, sorry to hear you're having an issue with automatic translation. The Feedback step should be automatically translated just like the rest of the content of your bot flows so it appears this could be an issue with automatic translation in general and not specific to the Feedback step. I'll reach out to you directly to provide further assistance.
Hi! Is it possible to ask if question resolved also out of the flow builder?
More in context: sometimes the bot suggests articles autonomously, out of a specified flow (or also because maybe there are any). Is there an option to automatically prompt the question any time an article is suggested?
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