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Conversation bot behavior for drop-down fields - doesn't honor the 'Default' value
Posted Dec 18, 2024
Hi all!
We have an issue when using Messaging, and then using the Conversation bot to ask the user to select from a custom drop down field.
Within Zendesk Support, everything is great - we use the drop down field mentioned here: https://support.zendesk.com/hc/en-us/articles/4408838961562-About-custom-field-types and make use of the default value of -
, so that whoever is filling it out has to select something (whether it's the agent or the customer when using an external ticket web form) - all works great!
But… when using the flow builder ‘Ask for details’ step in a Messaging bot (https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-bot-answers#topic_i5r_grz_n5b), it ignores the default value of the drop down field, and instead shows the first value from that field's drop down options. That means that customers might just click ‘next’ without bothering to actually look at the options.
We've worked around this by creating a ‘SELECT PRODUCT’ value in that field, so that it's the top option, and gets shown by default. We then check to see if the value is ‘SELECT PRODUCT’ when submitting it, and ask them to select a product if they leave it as that option etc… but it would be great if it behaved like the other areas of Zendesk where it honors the default value set.
Thanks!
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1 comment
Emily Reidy
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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