Connect other Flows from Present Options step
Feature Request Summary:
We would like the ability to hook other flows up to buttons in the Present Options step, so that clicking on one of the presented options moves the customer from the current Flow into a different Flow. This would create "modular" Flows, as shown here:
Description/Use Cases:
This provides a means to suggest existing Flows to customers who are struggling with how to phrase their question to the bot. When the bot misunderstands the customer's intent based on their input and the customer says "No, something else", we could simply link related Flows as suggestions for the customer to choose from.
Business impact of limitation or missing feature:
Despite being careful to identify our bot as a bot and not a live agent, customers sometimes type full paragraphs into the widget, leading to bot confusion and mucking up the keywording. This leads to a frustrating customer experience.
We'd like to give customers additional escape routes to help them self-serve answers more efficiently, rather than simply transferring directly to an agent whenever customers say they need help with "Something else."
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Official comment
Hi all,
Thank you for sharing your feedback on this request. This is definitely something we want to explore further as we see the value of suggesting answers to help guide the end user to their answer. We will capture this feedback and take this into consideration in our roadmap planning.Thank you
Lisa -
This is something we could really use, being able to keep branching out to another flow. If a user has another shipping related question, a new flow of related shipping answers should be able to link in here to save the user having the need to start over or think of key words.
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This would be useful for us, if a user starts out thinking their issue is in one area but their answers indicate actually a different flow would help them.
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Need this ASAP! Goes right along with the multiple answer flow instead of having one huge flow.
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I was also thinking of something similar to this feature.
It's like giving alternatives to customers to proceed to other flows or triggers.
For example, linking "a trigger/intent" (trigger A) inside another trigger/intent (trigger B) so there is no need to duplicate the contents of a trigger A but continue the flow of trigger B with trigger A.
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This is so useful and so needed!
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+1! I accidentally duplicated this request, but we NEED this asap! Being a team of one, this duplication takes so much longer than if I could simply redirect the user to an existing tree and/or branch.
I also agree with the ability to help nudge the user to a helpful flow or article with the initial interaction, rather than easily pushing to a live agent (when in fact the answer existed in flow builder, it's just that the bot failed to understand the intent from the first interaction)
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This would be useful. I also voted and added a comment to "Ability to merge branches of an answer" which sounds like a similar request but doesn't exactly match. That other one is now closed for comments - I hope that functionality doesn't get overlooked as it's not the same as this request
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