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Allison Sargent

Joined Apr 15, 2021

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Last activity Oct 30, 2024

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ACTIVITY OVERVIEW

Latest activity by Allison Sargent

Allison Sargent commented,

CommentWorking with articles in the knowledge base

Are we able to modify the text in each branded article to keep it “on brand” if that makes sense? I often create one copy for my FOUR help centers, but then I have to go in a alter the content where I mention the Brand name. Seems like I wouldn't be able to do that, since it would update across every article, correct?

View comment · Posted Sep 30, 2024 · Allison Sargent

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Allison Sargent commented,

CommentWorking with articles in the knowledge base

Tetiana Gron would semantic search solve for this? 

View comment · Posted Aug 11, 2023 · Allison Sargent

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Allison Sargent commented,

CommentWeb Widget documentation

Hello! Quick question, how is this different from the "Ask for details" step that is currently offered in the Flow Builder UI? 

View comment · Posted Aug 09, 2023 · Allison Sargent

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Allison Sargent commented,

Community comment Feedback - Help Center (Guide)

Same as Lindsey and others, we NEED the ability to make internal comments on public articles to help agents. This helps to reduce redundancy and minimize content (which therefore makes it easier to surface the RELEVANT content) for agents and users. 

As an app developer, we sometimes need to inform agents about a recent bug or issue, so it would be lovely to copy/paste the bug link in the articles that the user may go to or try to use to self-serve due to said bug. It will help the agent to remember there's a current issue and to let the user know we are aware and working on a fix. 

I also collaborate with people outside of my dept as a KCM, so I work with Product and Marketing teams who do NOT have access to or use Zendesk. While we have updated permissions for those "lite" users, it would be amazing to share the Guide link with them, and then they can essentially "comment" on the article just like a Google doc. Cross-department collaboration is at an all-time high and this feature would really help to streamline the effort. 

View comment · Posted May 22, 2023 · Allison Sargent

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Allison Sargent commented,

Community comment Feedback - Chat and Messaging (Chat)

+1! I accidentally duplicated this request, but we NEED this asap! Being a team of one, this duplication takes so much longer than if I could simply redirect the user to an existing tree and/or branch. 

I also agree with the ability to help nudge the user to a helpful flow or article with the initial interaction, rather than easily pushing to a live agent (when in fact the answer existed in flow builder, it's just that the bot failed to understand the intent from the first interaction)

 

View comment · Edited May 02, 2023 · Allison Sargent

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Allison Sargent commented,

CommentUsing legacy AI agent functionality

Same as Cassie Salgado, We'd like to drill into the tickets where the user marked the flow as "unresolved/not helpful" but that field isn't populating....

View comment · Posted May 02, 2023 · Allison Sargent

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Allison Sargent commented,

Community comment Feedback - Chat and Messaging (Chat)

I was not aware of the copy/paste within the same branded chatbot, that's good to know. However, the desire to copy/paste in a separate chatbot would be great! I have 4 branded chatbots, and some of the steps are the same, so it would be great to copy the flow and then just tweak the verbiage and articles linked. Thanks for your consideration Lisa Tam

View comment · Posted Apr 04, 2023 · Allison Sargent

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Allison Sargent created a post,

Post Feedback - Chat and Messaging (Chat)

With Flow Builder, I'd like to branch out to a separate answer tree and not have to duplicate the same information on two separate branches. I find myself reusing information in a separate answer, so it would be helpful to be able to redirect a user to a separate Tree ID (Zingtree has this). 

I don't want to have to manually re-create the same information in one tree when it was already created and published in another. On top of that, flow builder does not allow the ability to copy/paste tree branches/steps and insert into a separate tree...the ability to copy/paste only lives inside the current tree you're working on (which is really only helpful for the transfer to agent steps) 

Another feature request: Ability to customize your "closing" flow, aka, if I transfer to an agent, I'd love to somehow store that template, then easily select it and insert (without having to add it in EACH time) I want to transfer. Flow Builder "templated responses" would be pretty helpful to ensure consistent brand voice across all chatbots/flows and help streamline the creation process. 

Posted Mar 27, 2023 · Allison Sargent

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Allison Sargent created a post,

Post Feedback - Chat and Messaging (Chat)

Hi, I'd like the ability to redirect to a separate answer flow. Let's say I have a "Can't login" answer tree, and part of the process is asking if they need to reset their password (one reason why they can't login) or if they forgot their email (a separate scenario, for example) 

In this case, I already have an answer tree for "reset password" so I'd like to push the user (if they select "yes" I forget my password and need to reset it") to the existing RESET PW tree, as opposed to me having to re-create the same Password reset flow within the Can't login flow. 

I'm trying to prevent having to manually re-type the SAME flows, and that brings me to the issue with not being able to clone answer trees within the same bot....

Posted Mar 15, 2023 · Allison Sargent

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Allison Sargent commented,

CommentWorking with articles in the knowledge base

Liz Tran Unfortunately, there's no feature for adding internal notes to a Guide article. I know this because I (along with many others) have been requesting this for quite some time! 

Here's the feature request that should relate to your request.

View comment · Posted Jan 18, 2023 · Allison Sargent

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