Messaging: Hide text entry field from End Users on certain Step types

Nous avons le même besoin ! Nous souhaiterions désactiver le champ de saisie du début à la fin. que les utilisateurs ne puissent passer que par le clic sur bouton. Merci

Our team would like to mostly use Ai Agent for simple flows. Unfortunately, it is impossible without disabling the text entry field for at least some parts of the flow. Having this entry field, when it cannot be used, is extremely confusing for users and the reason we cannot use this Zendesk feature, even though it is included in our plan and could be extremely helpful.

This has a pretty significant impact on us. Many of our Customers/End Users do not fill out the form and instead just type a message. When they do this, they never reach us since the form is required. As you can imagine this renders our Support function useless when that happens. It would be extremely impactful for us to have this functionality.

This is a significant design flaw that severely impacts customer experience and undermines the integrity of our support system. The current behaviour gives our clients the false impression that their messages are being sent, even though they are not. This leads to frustration, unnecessary delays in communication, and damages trust in our support processes. It is crucial that this issue be addressed as it not only confuses the user but also hinders our ability to provide timely and efficient support, which is critical to maintaining a strong relationship with our clients.

We discovered the unwanted situation where a customer can initiate multiple <Talk to agent> flows in the same conversation by not filling all the requested details, or not submitting them, and then writing to the bot, which offers again the <Talk to agent> option and so on. Then, the customer can scroll up and fill the details for each <Talk to agent> flow stared before. If different details are provided, each of them creates a separate ticket, which is a mess. 

Being able to hide/disable the text entry possibility would avoid such cases.

Another solution would be to allow customers to fill the details only for the most recent <Talk to agent> invoked and to disable the ones initiated before.

Thanks,

Would also love to see this.

Hello everyone,

Thank you so much for taking the time to provide us with your feedback here. This is a great feature request and we have already added it to the backlog. This means that we will think about adding it as a priority later in our planning cycle. 

We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Thank you again for your feedback and for being a valuable customer with Zendesk.

Best regards,

Anastasiya

1902995650204  Curious if this feature request has received any further traction with the Product team or if it's something that may be on the roadmap. 

Our inability to disable free text entry so that end users must choose from preset options continues to be a major pain point for our team. End users frequently use free text entry when they should be using buttons or fields instead, which kicks off a completely different flow and has even resulted in highly escalated customers calling to demand a manager after this awful chat experience.

We are desperate for a fix to this design flaw, and based on the comments here and on this related feedback thread, we are not the only ones urgently seeking a fix for this problem.

We are also in the process of developing an answer tree and making it available to our customers. As this is very extensive, the user does not always get the desired answer when entering free text - this is the result of initial internal tests. This would greatly reduce the acceptance of this great feature. We would therefore very much like to have this feature.