Avoid answer bot messages being sent to customers in Flowbuilder
Hi I would like to avoid answer bot messages being sent to customers in Flowbuilder, considering we don't have Guide set up. In order words: we want to keep the same flow in Flowbuilder, but without Answer bot getting in the way, since we don't have Guide set up. Answer bot keeps getting in the way when anxious customers don't wait for the bot to finish its entire mesaje, they start typing straigh away. Since we don't have Guide configured, obviously answer bot won't understand anything, and it keeps asking our customers to rephrase or start over. I see to solutions here:
- disable the typing text box in messaging while flowbuilder sends its mesajes
- Disable answer bot if you want so
Thank you for sharing your feedback and suggestion. To make sure I understood the problem here, is the issue here the end-users are receiving response from the bot where it did not understood the question?
You are partially correct.
The issue here is the end-users are receiving response from the bot but in a inadequate way.
We have Flowbuilder set-up, but we don't have Guide set-up and nothing uploaded on it.
Our Flowbuilder flow is pretty straightforward:
2. Give us your name and email
3. Thanks, now type your problem
What happens is some customers don't wait for the bot to complete this 3 messages, and since the typing box is enabled while the bot is typping, some of them start typing right way their problem not waiting for the bot to finish. But, since we don't have Guide set-up, answer bot obviously won't understand their message and will ask to start over (pic below).
What I'm suspecting here is when the end-user is typing in a question, the conversational shortcut could not find the matching answer in the flow. In this scenario, it will then fallback to article suggestions first, and if no articles are found, it will then default to the fallback flow "I didn't get that..Try rephrasing...". So regardless if article suggestions was disabled, the bot will still default to the fallback flow because an answer could not be found, it may be more helpful if the fallback flow could be disabled.
Based on step 2 where the end user is required to provide name and email, am I correct to assume the end-user will be directed to an agent?
Hi Lisa, sorry for the delay I never received a notification that a new post has been done in this thread.
That's it! If the fallback flow could be disable that would work for us!
Yes, you are correct. Tha Step 2 is necessary for us, because messaging using Flowbuilder can't automatically identify the user based on his/her current URL o any other parameters except giving the email.
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