Use 'present options' feature to tailor articles shown in Bot flow


  • Daniel Aron
    Zendesk Product Manager

    Hi Lucy, it is possible today using Flow Builder to achieve this to some degree. An admin can use an options step to branch the flow based on customer type and then use article steps to tailor Help Center articles for each customer type. In the future, we also want to provide admins with a way to use a conditional step to automatically branch the flow based on user profile data - so using your example the bot would already know the user is a "student" and follow that branch rather than the end-user having to self-select they are a student.

  • Hi Daniel, 
    We've gone for this for now but it eliminates the option for customers to present any question to us which is a drawback. We are going to see how the new flow works for us!
    Many thanks,


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