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Lock the text input field if a client needs to select an option from the bot's menu first
Posted Sep 23, 2024
We'd like an option to lock the text input field if a client needs to select an option from the bot's menu first (in ‘present options’, ‘ask if question resolved’, ‘ask for details’ bot steps).
What problem do you see this solving?
If the bot's logic requires a customer to select one of the options from a menu, many customers simply respond in a text input box instead of making that selection. This creates a problem because the bot treats this as a new question and the customer sees a weird response such as “Can you rephrase that?” and that interaction turns into an endless ping-pong of the same steps until the customer chooses the right option.
Are you currently using a workaround to solve this problem?
Sometimes this can be fixed through creating a different bot flow that responds to this customer behavior. For example, if there is a “how would you like to resolve the issue?” step with “talk to an agent” as an option and the customer types “agent” instead of selecting that option from the menu, then the custom ‘talk to a human’ flow is activated. But in some cases it is not possible to create such a path (e.g. a client answers “Yes” to a question).
What would be your ideal solution to this problem? How would it work or function?
In many other chat solutions, in case a client needs to select an option in order to go further, the text input field is locked until the client makes a choice.
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2 comments
Anastasiya Kastsiushkina
Hi Viachaslau!
Thank you for the request and the detailed explanation of the case. This feature is already on our roadmap, and we plan to deliver it in H1 2025.
Please note that per our Community Guidelines we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center.
We are going to leave this post open for comment to allow others to provide their feedback and use cases. Thank you again for your feedback and for being a valuable customer with Zendesk.
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Viachaslau
Thanks!
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