New Flow Builder step type: Ask if question resolved

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8 Comments

  • Shayan Moussawi

    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)


     

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  • Becca X

    Will this ever be live on 'Chat'? Messaging does not work with our high level on contact we receive.

    Thanks 

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  • Daniel Aron
    Zendesk Product Manager

    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

    Being able to add additional branches instead of just two would be really helpful.  

    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"?

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  • Shayan Moussawi

    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.  

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  • Daniel Aron
    Zendesk Product Manager

    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.

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  • Shayan Moussawi

    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. 

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  • Natsumi

    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. 

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  • Daniel Aron
    Zendesk Product Manager

    Hi Natsumi, thanks for your feedback.

    Is it possible to change the default messaging permanently from answer to answer?

    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!

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