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STEP LIMIT



Posted Oct 10, 2023

Is there a way to have the ‘Button Link’ in a Message Step point to another Answer instead of a URL like it requires now?

THE REASON FOR THIS QUESTION

I HAVE RUN OUT OF STEPS, reached my 2000 step limit, and I need at least 1000 more in order to finish.

Each of my Answers contains 18 steps.  In those 18 steps there are what I call 3 branch points.  A Transfer branch point, a Rephrase branch point, and a Continue branch point.  I can make each of those branch points an Answer in an of itself, which cuts the main Answer to 6 steps.   

I have found a way to accomplish this, but it involves the customer typing one of those three words, transfer, rephrase, and/or continue.  This opens up the chance for errors.  That is, the customer misspelling the words.  I would like to take that chance away from them, and just have them select something that would then call up the branch answer. 

The only way that I can see to accomplish this is using the Button link in the Message step.  But in order to use this, it requires the Button link to be a URL.  There is no way that I know of the call an Answer using a URL.

Or, is there another way to accomplish this that I am not seeing.


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2 comments

We are facing a similar problem and we are hopeful that we can find a solution through this platform. If you have any suggestions or ideas, please let us know.

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Rosie

Zendesk Customer Care

Hello Mike, 
 
Currently this is part of our limitation as stated here: https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality
 
For now, we recommend to review your steps and reduce the number of it. But this feedback is highly important for us as this feature will be essential for you and other customer's workflow. 
 
We have a dedicated Product Manager that evaluates such requests. Once it has received positive traction from other users, there's a possibility that it will be added to later updates.
 
Thank you for your understanding. 
 

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