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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

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Lisa Tam

Zendesk Product Manager

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. 

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New to Zendesk and this was definitely a major feature that I noticed was missing. Is there an update?

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Any workaround for that?

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Please update this issue. I cannot understand why there's even no "Go back" button.

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Tara McCann

Community Product Feedback Specialist

Hey all, 

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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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

Community Product Feedback Specialist

Hi all, thank you for your feedback and questions here. I wanted to flag this product announcement that seeks to address the issues raised with having customers return to a stage in the conversation. A new link to another answer step type is now available in the bot builder interface. Admins can use this step to link to another answer, or to link to the start of the conversation. Please click any of the links above to learn more!

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