Hi Nicole,

Sure thing.

1. Your question: Why you need these functions?

ANSWER:

We use currently only email support. No chat and no phone support. We would like to have the flow builder to first propose an article from our knowledge base to the user as the first step. Then, if the user does not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent by email as usual.

2. Your question: how significant of a business impact it is?

ANSWER:

We do not offer chat or phone support, so this is very important to us. It is a disappointment that this is not already standard as I think it is a very basic feature that the Flow Builder should offer.

I saw that other users were having this same need so it would be great to get this feature working. The flow builder seems to be useless for us without it.

Please let me know if you need additional information.