Multiple starting points for Flow Builder

3 Comments

  • Lisa Tam
    Zendesk Product Manager

    Hey Tim,

    Thank you for taking the time to provide us with some product feedback. To help me better understand the story #1 and 2, can you elaborate on how the end-user will interact with the link? Would it be somewhere on the website? Thanks.

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  • Tim

    Hi Lisa,

    Thank you for the follow-up.

    Imagine having bought a product that is now faulty and you want to see if it is possible to start a warranty claim. You go to the website -> Warranty.htm and find the information and at some point it says: If you want to start a warranty claim press "here".

    In that case it would be nice that the bot starts at a pre-set point in the flow dedicated to the warranty claim (flow).

    this will save the customers time to click around needlessly in the bot. The customer will see the warranty part of the flow, like: What is your order number, describe the issue, what is the products SKU etc... or whatever flow you want to present the customer in this case.

    Same can be done for "contact details" if the customer is on the website.contact.htm and presses "Contact us" that the bot starts with something like "Would you like to contact us by "options"?" or even shows the message containing all the data.

    Or returns... etc :)

    Does this makes a bit more sense?

     

     

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  • Lisa Tam
    Zendesk Product Manager

    Thanks for the detailed explanation, it makes a ton of sense to direct the users to the right bot answer depending on the page they're on. The good news is we have some exciting updates coming where the bot can be configured to proactively engage with a specific bot answer for unique URL pages the end-user is on. Hopefully, this can help solve the use-cases you have there. I don't have specific timelines on when this will be available but it's likely sometime next year in H1.

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