New feature requests: Answer Bot Feedback Flow Customization
Posted Mar 15, 2021
Hi Zendesk,
We request Answer Bot Feedback Flow Customization.
In our case, we need to use Chat Flow Builder but we don't want to have live chat with our customers. However, in the answer bot, there is a feedback flow that is automated and cannot be modified. It will ask the customer if they get helpful need and if they want to Talk to a Human
Once the customer selects Talk to a Human, it will direct an agent to them. But we don't want any Live Chat with customers.
What we want is, if they choose to Talk to a human in the answer bot, we'd like to show them a message to tell them we are not available to live chat, please send a ticket. Or just direct them to a ticket form submit page or show them the ticket form directly in the answer bot.
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13 comments
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.
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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.
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Shiyu Zhu
Thank you for the feedback. I have captured this for us to consider in our roadmap planning.
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