Answer Bot / Messaging - Insert Custom Links

16 Comments

  • Official comment
    Shiyu Zhu
    Zendesk Product Manager

    Hey folks, Shiyu from the Flow Builder Product team. Thanks for all your feedback in regards to supporting links, this is something that the teams are working on right now. We are hoping to make this available in the next few months. Thanks

  • Lisa Tam
    Zendesk Product Manager

    Hi Morgan,

    Thank you for the feedback and sharing your use case. I agree having a link to third-party resources will help improve the end-user experience and this is something we are looking to support this year in H2. 

    1
  • +1 :)

    Just to be clear, steps in Flowbuilder don't recognise links at all? Not even https://zendesk.com for example?

    The end user would need to copy the url address and paste into a browser? They can't simply click the link?

    Just testing and I can't seem to get it to work so assuming links aren't supported at all?

    I have a customer wanting to build a flow where the final step is to download some firmware from a third party site. eg: "Download here" - or a simple raw clickable link would work as well eg: https://zendesk.com

    The only 'workaround' (if you can call it that) is to have the next step push the customer to an article that contains the Firmware link(s).

    Not sure if there is another way around this if links aren't supported.

    Cheers
    Chad

    2
  • Minh Phan

    Hello, 

    Is there any update for this issue? When will this feature be available?

    0
  • James Molina

    Hi Team, is there an update on this enhancement?  Is there an EAP?  When can we expect this to be available?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi James, there's no update at this time. Active betas can be found here: Current and upcoming Zendesk betas
    0
  • Matthias Miltenberger

    Properly working links would make the bot way more useful.

    0
  • Cheyenne Oorebeek

    +1, need this!

    0
  • Jaap Meijer

    +1, looks like a 5-minutes job to me, wonder why they hesitate to implement this. Everyone will need this, for e.g. referring to complaint- / order forms etc

    0
  • Alexan

    +1000. The current botflow configuration is so limited.
    We'd need a botflow option to add a step option as a link, and also option to add a step to go back to 1st flow (main menu)

    0
  • Gabriel Ortiz

    Just checking in to see if there are any updates on this. Eagerly waiting for this to be supported. 

     

    0
  • Carla Jara

    Hi team what is the status of this? Are we able to use links in answerbot? 

    0
  • Sean Shiu

    +1

    I've been following this topic for a long time.

    but didnt getting a positive response,that make me disappointed.

    the go back flow and setting a link in answer are both the basic funtion.

    We eagerly hope to see this update soon.

     

    0
  • Felipe Vieira De Camargo

    Olá, 

    Essa função é extremamente importante em um fluxo de atendimento. Temos alguma previsão de quando essa funcionalidade estará disponível?

    1
  • Makoto Mukai

    We've just started using Zendesk recently, and are eager to insert links on bot chat messages. Your earliest updating would be much appreciated. Thanking you in advance.

    1
  • Tim

    Hi,

    Currently I am working on a flow that should allow the customer to find their answers and/or fix the issues they have themselves for a large part.

    I am working towards a single source of truth system where we refer to our website instead of copy/paste the info to the guide (I refer to the website in the guide aswell). Examples of this are the cookie policy, terms and conditions but also our "warranty explained" topic. 

    Not being able to use hyperlinks for customers to click on is making this really difficult.

    I have the following options:

    1. I have to paste all the info in the bot which is not an option when it is a rather long message. (which they all are)

    2. The other option is that I create an article... often multiple articles needed... and there goes my single source of truth :(

    3. Another options is to forward the customer to an article in the guide where we forward the customer to the website. 

    4. let the customer type the link...

    1, 3 and 4 are really customer unfriendly! and option 2 is really bad from a company perspective.

    Is this something that can be fixed? Or is there a workaround that I am overlooking? 

     

    edit: Another issue I ran into is that we have an instruction video on how to repair a torch, we can not link to the video now.

    2

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