Make Messaging work for you: Personalized Conversations Event Summary

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  • Nicole Saunders
    Zendesk Community Manager

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  • Manuel Moreira

    "Q: Is there an upcoming solution to allow reuse of flow builder steps akin to "functions" in programming to prevent the need for extensive copy/paste? It seems like it could complicate future maintenance if those steps need to change.

    A: You can already copy and paste entire flows and branches of flows so this tends to be pretty simple to reproduce one tree many times with subtle nuance."

    I think you missed the point. Having to copy and paste branches of flows is not a good thing, because if you have to change something, you're gonna have to change every single flow that re-uses that part and that makes no sense. It'd be much easier to connect flows to each other.

    "Q: How does a customer start a new conversation from the Messaging web widget? Otherwise all their queries are treated as one long, un-sortable, un-trackable ticket.

    A: With sunshine conversations you can enable multiple conversation at the same time instead one long continuous one. Without the advanced APIs you can close the ticket in support which will cause the user to be redirected to the top of flow builder workflow next time they open it or chat it."

    Once a ticket is closed, and the user is redirected to the top of the flow builder the greeting message is not sent by the chatbot. So the user doesn't really know that it's gone back to the chatbot. You really should have a button to restart it.

  • Rina

    Q: Do we have a back step or start new inquiry yet in Messaging? 

    A: Not at this time, however we do have the ability to clear the widget cache which would result in the widget starting over if the page is closed and reopened


    Add "Back" step in "Flow Builder" : Community Post


    I had a look at that link but it didn't come up with anything, I presume it's  being used here as reference to the question that it's not possible to set a back step for flows?

    How would we go about prompting clear on the widget cache as advised above?


  • Noly Maron Unson
    Zendesk Customer Care

    Hi Rina,

    Messaging has the setting to forget the Widget history and start fresh every time.

    You can check this article for more information.

    Hope this helps.


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