Nested responses in Zendesk
Hi, more and more the users are used to ask different questions in the same chat, no matter the channel (chat, whatsapp, twitter,..) but Zendesk doesn't allow nested responses like Whatsapp offers so the agent could answer a specific question in a nested response.
Do you guys have this in your RoadMap? If so, please include us in the pilot testers!!
Thanks for your feedback! For visibility, I'm moving your post to our Feedback - Chat and Messaging (Chat) topic.
Hi Oscar, Do you mean the inline replies feature that WhatsApps has? https://faq.whatsapp.com/general/chats/how-to-reply-to-a-message/?lang=en
This currently isn't in our roadmap, but this insight is really interesting, thanks for raising it. We'll take a look to see how this could possibly be worked into the Zendesk SDK and we'll include you in any early testing if possible.
We missed the reply, sorry. Yes, that is the feature that we had in mind. Our agents noticed it would be very helpful when they receive multiple questions in a row during a chat. This feature would make the answers clearer and would save our agents the time to refer to a specific question when answering.
Thanks for taking the feedback into consideration, we'll keep an eye to any early test.
Thats a really interesting insight, I don't think it's on our roadmap today, but I'm going to follow up on this request internally with the folks working on our agent experience. This could add value to both the agent and end-user experiences. Thank you for raising this one!
Please sign in to leave a comment.