New feature requests: Answer Bot Feedback Flow Customization

13 Comments

  • Shiyu Zhu
    Zendesk Product Manager

    Thank you for the feedback. I have captured this for us to consider in our roadmap planning. 

    1
  • AL

    We need the same feature. We use currently only email support. No chat and no phone support. 

    We would like to have the flow builder to propose article from our knowledge base to the user as the first step. Then, if the user did not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent as usual. There should be no option to talk to a human or chat. This should be configurable in the settings.

    0
  • Mohammed Shazzaib

    Its surprising that we have to point this out, this should have been a feature, or should have already been implemented, someone has raised this issue a month ago.

    0
  • AL

    Thanks Mohammed. And I agree. This is so basic it should have been part of the first release of flow builder.

    0
  • Morad Benmoussa

    Is there a way I can increase the number of fields to more than 7 we can pass to an agent, this is a really powerful tool where we can automate a large chunk of a customers interaction/request with our support team by mitigating the need of the agent having to ask for the information due to the restriction on fields, if not would love this to be an upgrade to the great feature.

    1
  • Dane
    Zendesk Engineering
    Hi Morad,
     
    I understand how important this feature can be on your workflow. However, as of the moment, there's no option to increase the fields to more than 7. This feedback has been submitted to our Product Managers for evaluation.
     
    Cheers,
    Dane
    0
  • Morad Benmoussa

    Hi Dane, thanks it would be a really powerful tool and hopefully not overly complicated to implement.
    Thanks,
    Morad

    0
  • Morad Benmoussa

    Is there a plan to increase the types of ticket fields beyond drop downs and text? I would like to see date fields, multiple choice fields.

    1
  • Dane
    Zendesk Engineering
    Hi Morad,
     
    As Flow builder is fairly new, these options are still not available. I will also add these to the feedback that will be submitted to our Product Manager. We always strive to meet the needs of our customers. Feedbacks like these are essential for us to continuously improve our products.
     
    Thank you.
     
    Cheers,
    Dane
    0
  • Alex

    Hi team,

    I noticed that my bot flow works completely differently than when I contact Zendesk live support.

    1. Zendesk allows for multiple conversations.
    2. If the Z bot doesn't know the answer, it allows contacting the agent. But my bot in this case asks to rephrase the question and offers to 'Start over'.
    3. When the Z bot suggests an article and I click 'No, I still need help', the Z bot also allows me to contact your team, rather than offering to rephrase the question or 'Start over'.

    Please tell me how can I do the same with my bot flow?

    Such features are very important for my product.

    Thank you!

    -Artem

    4
  • Justin

    I'm also curious how to do the above. I also think the original post's idea is essential. 

    0
  • Justin

    Has anyone found a solution for Artem's question above? I am also curious how to accomplish this.

    0
  • Support Agent - Jeremy

    We also need customisation for the Answer Bot flow, or particularly the text. Some of our clients get stuck in an endless loop talking to the Answer Bot and the lack of accessible customisation makes it much difficult for us to direct clients to the chat if they need to. 

    0

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