Answer Bot: Number-based interaction for the chatbot flow

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I’m currently implementing Zendesk for my customer, where they are going to have multiple social messaging applications, such as WeChat and WhatsApp. To reduce the possibility of their customer choosing the wrong options through button or typing the possible answer for the flow, they requested to have a number-based interaction for the chatbot. This number-based interaction should reset for every option chosen, so it doesn’t clash with the option with the same number on a different level.

What problem do you see this solving? (1-2 sentences) 

This allows the customer to interact with the chatbot by using the numbers available to choose the options. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem affects the chatbot in WeChat. Unlike WhatsApp or Web Widget where the button options are available, WeChat doesn’t have such option, limited to text-based interaction only. Other than that, our client also requires this number-based interaction to reduce the possibility of their customer making a typo on the answer. 

Currently, I’m able to add number as training phrase in the Answer Bot. The problem of the current approach in Zendesk is that when there are two answers that uses the same training phrase, then it will use the one that is in deeper level.

Intended interaction: Menu > Select Language (1 for Chinese, 2 for English) > user select English (2) > English menu (1 for new booking, 2 for choose booking, 3 for cancel order, 4 for other enquiries) > user select choose booking (2) > choose booking answer

Current interaction: Menu > Select Language (1 for Chinese, 2 for English) > user select English (2) > the chatbot will output choose booking answer instead

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

As explained above, the solution should be as explained in the intended interaction above