Use 'present options' feature to tailor articles shown in Bot flow
I can imagine it would be very helpful for a variety of businesses to separate out by customer type within the Answer Bot flow using the 'present options' feature.
For example, we have three different customer types - parents, educators and students. In our flow, I'd like the customer to select who they are initially. Then, when a customer says something like, "What pricing plans do you have?" or "I want to cancel", the Answer Bot only shows answers based on that customer type so a teacher doesn't get shown the parent pricing plans article, for example.
We have parent, educator and student sections of our support site too and could use some sort of tag or labelling system to ensure that only the relevant articles appear for their customer type.
-
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,
Lucy
Please sign in to leave a comment.
2 Comments