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.


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