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Action business rule triggers from Flow Builder choice options in Messaging chats



Posted Mar 10, 2022

I was really surprised to learn you can not add a tag or trigger action to a chat based on the choices suggested in the Flow Builder, this seems like a no brainer.  I know you can from a custom drop down field in the transfer stage, but by then its redundant info that you have already asked from  the end users.

 

For example - in our flow we ask right away if the chat is about Sales Support, Product Support or Account Support, and then base the suggested articles on those 3 choices, but to then have to ask the customer again, to repeat themselves, just so you can tag the ticket for proper routing to the agents in those 3 different groups is cumbersome for the customer, ( and make the AI Bot look a LOT less 'intelligent' and it would seem such an easy thing to fix, just have tags available for the values of the Flow Builder options as you do drop downs in the fields


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3 comments

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Lisa Tam

Zendesk Product Manager

Hey William,

Thanks for sharing your feedback. We currently have plans on the roadmap to introduce flow tagging where you can assign tags at any stage in the flow. You can then use triggers to route the end-user depending on the context. This update is currently planned for H2. 

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Any update on this functionality?

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wonder to know the same as well ^ 

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