The Web Form pop-up for Answer Bot is confusing to customers and we're seeing a lot of tickets being marked as solved inadvertently or by accident. Usually, they don't even click on any of the suggested articles. I'm thinking this is because the "Yes, close my request" button is on the bottom right of the pop-up box and users are quickly clicking it expecting it to just close the pop-up.
I'd love to have access to change the language and location of the buttons on the pop-up. I think this would enable us to tailor the experience to our customers and make sure their requests are only solved when they're intended to be.
Or, I'd like for the buttons to be switched, so the "Yes, close my request" option is on the left instead of the right. This might be enough of a change to limit some of the unintended solves.
The article Using Answer Bot with your web forms has several comments on it mentioning the same thing, so I don't think I'm the only admin with this issue.
Please sign in to leave a comment.