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Answer Bot should work with Zendesk Chat Classic
Posted Feb 15, 2023
Use Case: We are using Zendesk Chat since you acquired Zopim. There is lot of great features which Zendesk has like reporting features as Average Wait Served, Average Handle Time, Reply time, Customer satisfaction survey. Live dashboard to view from where people are contacting. But it looks like Zendesk is asking us to use Messaging for chatbot or use an Article recommendation with Zendesk Chat. Also we cannot use Answer bot because it works only with Messaging.
Below is suggestion:
1. Keep the Zendesk Chat product active and develop them because it already has lot of great feature which we are using to and which has tied us because of that reason with Zendesk.
2. Allow Answer Bot to work with Zendesk Chat. Example Once the Bot flow is set up the live chat transfer should have the capability to transfer the chat to Zendesk chat.
I think many customers are looking for that but it looks like you are giving priority to Messaging with an Answer bot which is really not justified for the existing customer who are used with Zendesk Chat feature which is industry leading software.
Sharing a Honest feedback.Hopefully you guys will look into it. You can do a Survey with the existing Zendesk Chat Client Base.
Regards,
Govindraj
2
1 comment
Ramin Shokrizadeh
Hi Govindraj,
Thanks for sharing your feedback and for being a loyal Chat customer over the years.
From a direction and prioritisation standpoint, it is true that the company is investing more on the Messaging experience and transitioning customers from Chat to Messaging. I noticed you are on a Suite boost right now and your account is eligible for Messaging. Have you tried it out on a different account and not liked something about it? Would love to hear your feedback around Messaging if/when you have tried it out alongside agent workspace.
In terms of Flow Builder expanding to support Chat, that is not in the roadmap for 2023 and the team is focusing on building out more functionality for the Messaging channels. If you want a similar experience of building a bot flow that can do a handover to Chat, I would suggest looking at one of the Zendesk bot partners like Ada. They offer a fairly comprehensive bot builder tool and one of the actions they have is to handover to a chat agent.
Other chat bot parter options are listed here: https://support.zendesk.com/hc/en-us/articles/4408824854426-What-are-my-chatbot-options-with-Zendesk-
The team continues to maintain and support the Chat experience today but new features or enhancements are not going to get prioritised as we want to solve those problems with the newer Messaging experience.
Thanks,
Ramin
0