Messaging - don't allow customers to send messages before inputting name/email since agents don't receive these until they do


  • Daniel Aron
    Zendesk Product Manager

    Hi Pedro, thanks for your feedback. One reason that users are able to send messages when presented with the form is to accommodate a scenario where the user decides they do not want to proceed to speak to agent, and instead want to continue to try to self-serve by chatting with the bot. If the user typed a message such as "I'm having a problem with x, y, z..." the bot would try to match that message to the appropriate answer flow and they can continue to solve their issue. Perhaps one suggestion is to modify the message text to make it more explicit the user must fill out the details if they want to be transferred to an agent.

  • Tim G

    We're seeing the same issues with customer confusion and frustration about "where to type" - because the free text input box isn't de-activated / greyed out.

    I raised a ticket with Zendesk support and they mentioned that there isn't a way to disable the 'type a message' box - but it would be really useful to be able to do this sometimes. For example, from the 'understanding answer flow types' article:

    We have a similar set up to the below - and customers regularly get frustrated because they see the request for name/email etc, but they type their response in the "Type a message" box at the bottom - rather than entering it in the 'fields' within the messaging flow: 

    It'd be really nice to be able to configure the flow to say 'disable input for this question' etc.

    Interestingly, when I was raising the ticket with Zendesk support about this exact issue - I noticed that the Zendesk chat flow does exactly that - meaning that the customer can't get confused/frustrated when needing to fill out a form field. 

    In the below - you can see how the text input is greyed out, and says "Complete the form above".


    This is perfect - but can we get that same functionality in the flow builder / configurable for us please? 

  • Aldo Green

    I need the same "Complete the form above" disabled option. How can we configure it?


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