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Feature Request: Ability to View All Questions/Conversations Asked by Customers in Messaging Answer Bot

Completed


Posted Oct 17, 2022

Feature Request Summary: 

Zendesk Support should create a functionality that allows Agents to view all conversations Users have with the Messaging Answer Bot. Not just conversations that connect to an Agent.

Description/Use Cases: 

Right now, Agents can only view the messaging flow between User and Bot after the User is connected to an agent. If the User does not connect to an Agent, we cannot view the questions they have asked the Bot.

Viewing any conversation a User has had with the Bot, whether or not they've been transferred, will help us identify potential errors/bugs in the flow. Creating a more user-friendly experience and a higher customer satisfaction rating.

Business impact of limitation or missing feature:

Because this feature is not in place, we can only identify a small percentage of the incorrect triggers that are occurring, resulting in a diminished user experience. Having this drill-down ability would be beneficial in creating a more user-friendly experience and better flow. Furthermore, it will help us identify patterns in the questions being asked, providing insight into how we need to provide information in our Help Center.

Other necessary information or resources:

I found a related post here.


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13 comments

Official

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Lisa Tam

Zendesk Product Manager

Hi all, the bot conversation transcripts are available now from the insights tab. You can find more details in this help centre article

0


Thanks for this feedback, Michelle, and welcome to the community!

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This would be an excellent feature for creating and managing our bots. 

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I would love to have this feature.  Any update on when it might become available?

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Carlota Bergillos

Zendesk Luminary

Thank you Michelle for these insights - we are finding some limitations with the chatbot interactions in Zendesk Support too. But regarding your suggestions, I would like to better understand: if there is no transfer to agent there is no ticket created in Support, right? Where are you expecting to see the previous user interactions with the bot? Similar to what we see with the FAQs? Thank you!

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Yes, that's good advice. There is indeed a great need for this part of the data presentation

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Tara McCann

Community Product Feedback Specialist

Hello Aiden and all, 
 
Thank you for taking the time to provide us with your feedback. 
 
This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

5


I am just about to migrate to Messaging. I noticed this before but I thought it just can't be, makes no sense, maybe I am getting something wrong with settings etc..

Of course we need to see all conversations with the bot irrespective whether an escalation occurs or not, how else should we be able to evaluate bot performance and improve it..

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Lisa Tam

Zendesk Product Manager

Hi all,

Thanks for your feedback. I have some great news to share - we are invested in improving the bots reporting capability this year and we will be kicking off with a first version of Actionable Insights. This release will include insights into the bot performance such as response ratio and coverage gaps, and will include conversation transcripts to help understand where to optimise the bot flow. We are actively working on it right now and looking at a mid-H1 release, so stay tuned!

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Hi, 

Is there an update to this feature request?

Highly important for our business to understand the user journey through the chatbot. With our previous vendor, we're able to see conversations as they happen, especially during live events, and can foresee what kind of questions or issues they are having.

This helps us proactively work on any trigger, automation, or email templates we need to prepare, even additional chatbot answers to build.

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Lisa Tam Is there any update on this?

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Is there an update here Tara McCann

cc: Jham Bernardino

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Hi team,

Hoping we can push for this feature. Access to user and chatbot conversations is crucial for improving the chatbot's performance. This will help us understanding user needs and refine chatbot responses.

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