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Answerbot Settings: Improve user experience/increase settings customization



Posted Sep 14, 2021

There needs to be more customization allowed for answerbot. We switched to messaging and created a flow using flow builder, but if users type in a message, thus skipping the flow, they will be stuck in loop with answerbot unable to be directed to an agent. For example, a user sent 9 messages that all got the response "I didn't get that. Try rephrasing your question or start over." before she finally clicked start over and was able to go through the regular flow builder. It's a bad user experience and send users to our agents already feeling frustrated. When I talked to Zendesk support, the agent said that this was expected behavior and he couldn't recommend anything different since we were already following best practices.

It would be great if we could customize what answerbot does when a user types a message and doesn't use flow builder. For example, it could just respond with the second step of the flow. Or it could suggest articles the first time but transfer to the agent the second or third time a question is asked. Or you could edit this message ("I didn't get that. Try rephrasing your question or start over.") to be "I didn't get that. Try rephrasing your question or talk to a human."


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Official

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Brett Bowser

Zendesk Community Manager

Hey Brianne,

I'm happy to announce we have some upcoming changes to the bot building experience this June that can help work around this limitation. Soon you be able to create a separate answer flow to direct users to an agent if they type "want to speak to an agent" allowing them to exit the fallback flow loop. This will provide a better end-user experience as you design how the bot behaves, depending on the users question.

Be sure to follow our Announcements page for more information!

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Lisa Tam

Zendesk Product Manager

Hi Brianne,

Thank you for sharing your feedback! We understand the current fallback flow experience can be frustrating for end users. However we currently do have plans to provide more configurable options for the fallback flow sometime next year so stay tuned!

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