Feature Request: Implement Delay Step in Zendesk Bot Builder / AI Agents - Conversation Bots - Bot Builder

Hello everyone,

I am reaching out to gather support for a feature that could significantly enhance our experience with the Zendesk Bot Builder.

Current Issue: We are encountering issues with API responses that exceed the 9-second timeout enforced by the Zendesk Bot Builder. Occasionally, our backend RAG orchestrator takes longer than 9 seconds to respond, causing the Zendesk bot to either move to the next flow or restart the conversation. This disrupts the user experience and leaves users without a clear path forward.

Proposed Solution: I propose the addition of a “Delay Step” in the flow builder. This step would allow users to set a delay for a specified number of seconds before the bot proceeds to the next flow. Here’s how it would work:

1. Initial Response: Our backend could quickly acknowledge the request and inform the user to please be patient while the answer is being generated by the LLM.
2. Delay Step: The bot would then wait for the specified delay period, allowing our backend sufficient time to generate a response.
3. Update and Continue: Once the answer is ready, it would be sent via the Sunshine API, updating the conversation with the new message. The delay would then expire, and the bot would proceed to the next step in the flow.

Benefits:

• Improved User Experience: Users would receive timely updates and clear instructions, reducing confusion and frustration.
• Flexibility: This feature would provide greater flexibility in handling longer response times from backend systems.
• Seamless Conversations: Ensures that conversations flow smoothly without unnecessary interruptions or restarts.

I believe this feature would greatly benefit many users who face similar challenges. Please consider voting in favor of this request to help us improve the Zendesk Bot Builder for everyone.

Thank you for your support!