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Flowbuilder: How do I transfer customer to a human in an easy way?



Posted Jan 19, 2022

Hi Community,

Much love ❤️

I am aware of how to transfer customers to an agent via the flowbuilder, but it has limitations and the experience is not that great.

Are there any clever ways to send customers to

  • Chat with agents with keywords? E.g "talk to a human", "chat to agent" etc
  • Chat with a human after they've been served 1-2 articles that are not helping them
  • Was this helpful? NO - talk to a human.

Any suggestions for workarounds are helpful and I'd be very grateful.

Kindly,

Dom

 


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4 comments

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Lisa Tam

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.

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Hi Lisa, thank you for getting back to me.

Looking forward to the updates.

Best,

Dominic

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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! :)

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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

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