Michelle Buzga

Feature Request Summary: 

Zendesk Support should create a functionality that allows Agents to view all conversations Users have with the Messaging Answer Bot. Not just conversations that connect to an Agent.

Description/Use Cases: 

Right now, Agents can only view the messaging flow between User and Bot after the User is connected to an agent. If the User does not connect to an Agent, we cannot view the questions they have asked the Bot.

Viewing any conversation a User has had with the Bot, whether or not they've been transferred, will help us identify potential errors/bugs in the flow. Creating a more user-friendly experience and a higher customer satisfaction rating.

Business impact of limitation or missing feature:

Because this feature is not in place, we can only identify a small percentage of the incorrect triggers that are occurring, resulting in a diminished user experience. Having this drill-down ability would be beneficial in creating a more user-friendly experience and better flow. Furthermore, it will help us identify patterns in the questions being asked, providing insight into how we need to provide information in our Help Center.

Other necessary information or resources:

I found a related post here.