• Official comment

  Lisa Tam

  • January 28, 2022 05:04
  • Edited

  Zendesk Product Manager

  Hi Dominic

  Thanks for reaching out and the feedback around agent transfer experience.

  • Chat with agents with keywords? E.g "talk to a human", "chat to agent" etc

  We have some updates coming in early Q2 where admins can configure and transfer the end-user to agent when they type in specific keywords, so this update should help with your use case here.

  • Chat with a human after they've been served 1-2 articles that are not helping them

  If the end-user selects "No I still need help", they'll need to select "Start Over" and if you have a transfer to agent step as the first step in the flow, it'll be available for the use-user to select immediately then.  

  • Was this helpful? NO - talk to a human.

  At this stage, the feedback flow isn't configurable but we have plans to do so where you can customise the text and options. This will be available later in the year.

• Dominic

  • January 28, 2022 10:03

  Hi Lisa, thank you for getting back to me.

  Looking forward to the updates.

  Best,

  Dominic

• sarah aasland

  • April 19, 2022 16:34

  Dominic We are/were in the same boat-- we want to make it easy for someone to get to an agent if that's what they want to do. What I ended up doing was adding the 'contact us' step (presented with the option to message us, email us or call us) to the end of every path that I had ending with an article suggestion.  

  Here's an example: 

  Just wanted to share in case it helps you out! :)

• Dominic

  • April 20, 2022 11:30

  Hi sarah aasland, thank you for following up. It looks good, I've tried a similar approach as a workaround. 

   

  I am really looking forward for when this will be a bit more accessible like typing certain keywords.

   

  Kindly,

  Dom

Please sign in to leave a comment.