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Bot Flowbuilder - Branching in to a single step



Posted Sep 26, 2023

Feature Request Summary: 

After branching out, allow branches to lead again to a single branch. 

Description/Use Cases: 

This would allow more complex flows and eliminate redundant final steps (e.g. several branches lead to the same finish and right now the same thing has to be created over and over again)

The following diagram should illustrate what we would like to accomplish.

Business impact of limitation or missing feature:

Right now the same thing (e.g. last step) has to be created over and over again which leads to unnecessary overhead in flow, bad maintainability, scalability and it is more prone to user errors.

Other necessary information or resources:

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4 comments

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Shawna James

Community Product Feedback Specialist

Hi Tim, thank you for providing us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature, please show you support with the upvote function or by sharing your use case in the comments. Thank you again for taking the time to share your thoughts with us!

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Here's an example from our business (and not even the worst one!). We send multiple branches to a contact agent step, that checks for business hours and then checks for agents online. 

We can copy and paste these steps to each branch, but it quickly becomes unscalable and extremely difficult to maintain. Being able to consolidate multiple branches would reduce overhead on both the customer and Zendesk's side of the system.

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Gareth Elsby Thank you!! We have similar monstrous examples, and I get easily lost tweaking stuff in the flow.

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Daniel Aron

Zendesk Product Manager

Hi Gareth Elsby and Tim Leder, thanks for the feedback. The team is currently working on an "answer linking" feature that I'm hopeful will solve this problem. Using Gareth's example, instead of building the same steps to facilitate agent transfer over and over, with answer linking you can build them once as a separate answer and then link to them from other answers and branches as needed. The goal is to save you time and effort for building and maintaining bots. At this stage we're expecting to release the feature later this quarter or early next so stay tuned!

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