Nested responses in Zendesk

4 Comments

  • Dave Dyson
    Zendesk Community Manager
    Hi Oscar,
     
    Thanks for your feedback! For visibility, I'm moving your post to our Feedback - Chat and Messaging (Chat) topic.
     
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  • Mick O'Donnell
    Zendesk Product Manager

    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.

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  • Hi Mick,

    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.

    regards,

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  • Mick O'Donnell
    Zendesk Product Manager

    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!

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