Pre-canned answer after May I speak with a human being
We have an issue when the user asks this from the answer bot that is created with flow builder:
"I would like to speak with a customer service representative"
The bot answers "I didn't get that. Try rephrasing your question or start over."
This takes the user into a loop and they keep asking to speak with am agent, which is not possible. So the users get frustrated. How can we add a custom message or option to the flow builder to deal with this? For example:
"Our support is email-based. If you cannot find helpful article here, please send your question to our support team"
Followed by the option to fill out the form and send their ticket as an email?
The current response from Zendesk support is that this feature is not available for the bot and flow builder.
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Official comment
Hey Pertti,
I'm happy to announce we have some upcoming changes to the bot building experience this June that can help work around this limitation. Soon you be able to create a separate answer flow to direct users to an agent if they type "want to speak to an agent" allowing them to exit the fallback flow loop. This will provide a better end-user experience as you design how the bot behaves, depending on the users question.
Be sure to follow our Announcements page for more information! -
Thanks for your feedback, and welcome to the community! (For others reading this, the best workaround we can offer currently is to upload an article to your knowledge base that can answer the question "I would like to speak with a customer service representative").
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