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Answer template: "hello" or "good morning"
Posted Oct 24, 2024
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 would like to quickly create an Answer that will handle chit-chat such as “hello” or “good morning”. That will help Admins to help customers! I want Zendesk to offer me an Answer Template to make it super quick for me to create.
What problem do you see this solving? (1-2 sentences)
When a customer starts their chat with a message such as “hello” the AI bot says that it needs clarification. It's a poor customer experience.
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 happened this morning. Our volume is incredibly low so I don't think I've ever seen it happen before, but I did come across a Community post about it here: https://support.zendesk.com/hc/en-us/community/posts/7334839249178-Handling-Chit-Chat-Hi-Hello-Morning
From my own account:
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Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
I'm about to create an Answer to handle it, as suggested in that Community post.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
On the Create answer page, I would like to see a “Chit-Chat” template that would receive intents such as “hello” or “good morning” and reply with some kind of greeting and ask how it can help.
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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