Add "Back" step in "Flow Builder"

8 Comments

  • Lisa Tam
    Zendesk Product Manager

    Hi Masako,

    Thanks for the feedback suggestion. We have some updates coming next year (H1) to help end users locate the answers to their problems quicker by typing in a new question and the bot will locate the right topic so the user will no longer be stuck in the middle of the flow. 

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  • Masako K

    Hi, Lisa Tam

    How is this different from the current "messaging" behavior?
    If you write a question in the middle of the flow, the "Answer Bot" suggests an article from the Help Center that might be applicable.

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  • Lisa Tam
    Zendesk Product Manager

    Hey Masako,

    The behaviour you're describing there is article recommendation where the bot falls back to if it does not understand the end-users free text question. What we are looking to improve is the bots ability to jump to another answer when the user types in another question and there is a match found. There will be some updates to the admin experience where questions/answer parings can be created to enable this. 

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  • Jason Walker

    Much needed as well as inserting a hyperlink. 

    0
  • Vemmal N

    Lisa Tam

    Echoing Masako's point, is there a way to add the "Back" button in the flow builder? 

    Currently, we have a long branch in the flow builder and realized that, if we accidentally select an option, there's no way we could go 1 step back rather start all over again.

    2
  • Jason Walker

    After a deeper investigation and user feedback testing this is a bigger issue than first investigation. Many users give up or are caught in a loop. Users have expressed a huge need for a simple back button. Start over sends them way to far back.

    3
  • Jason Walker

    Lisa Tam Any update on this?

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  • Lisa Tam
    Zendesk Product Manager

    Hi Vemmal & Jason,

    It's currently not possible to add a "Back" button in Flow Builder. However, we do have some exciting updates coming in June to help end-users find their answers quicker.

    The bot building experience will be updated where you can create bot answers as a separate flow and train the bot to recognise specific phrases which the bot will direct the end-user to that particular answer flow. This way the end-user won't be stuck in the loop, they can simply ask their question and the bot will find the best match answer flow to direct the user to, taking them to their answer quickly.  We hope this update will help improve the end-user experience, helping them find their answers faster.

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