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Messaging Answer Bot "Back" button
Posted May 27, 2021
Hi!
It would be very beneficial to send the customer back to the AnswerBot once they have been served in a chat, as they might return with another question that the AnswerBot can answer - before choosing to start a chat again.
An idea could be to copy the "back" button used in the Classic Web Widget, or enable the agents to end a chat, which triggers the AnswerBot feedback loop. Or even better, enable the customer to end the chat --> which triggers the AnswerBot feedback loop.
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7 comments
Lisa Tam
Hi Rebecka Linnér
Thank you for the feedback! We understand enabling end users to return to Answer Bot with subsequent questions is beneficial as it may result in faster resolutions. We will take this feedback in for future consideration.
2
Rana Mohamed
New to Zendesk and this was definitely a major feature that I noticed was missing. Is there an update?
1
Bruce Willis
Any workaround for that?
0
이수민
Please update this issue. I cannot understand why there's even no "Go back" button.
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Tara McCann
Thank you for taking the time to provide us with your feedback and for following this thread.
This has been logged for our PM team to review again, though there are no new updates at the moment.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Gaia Customer Care
It's extremely disappointing that this issue has been brought to attention 3 years ago and there is still no way for customers to go back. In other words, if a customer selects an answer by mistake they are stuck which makes for a terribly frustrating customer experience.
Please fix this.
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Shawna James
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