Avoid answer bot messages being sent to customers in Flowbuilder

5 Comments

  • Paula S da Nuvemshop

    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.

    1
  • Karina C (Persona)

    Was there a resolve on this? We are running into same. We would like the customer to fill out form like previous chat product and move them immediately to form to connect them with an agent.

     

    1
  • Lisa Tam
    Zendesk Product Manager

    Hi Paula,

    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? 

    0
  • Paula S da Nuvemshop

    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:

    1. Hello! 

    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).

     

    0
  • Lisa Tam
    Zendesk Product Manager

    Hi Paula,

    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?


    0

Please sign in to leave a comment.

Powered by Zendesk