Garegin Asatryan

Hi Lisa!

Agreeing on both points Vahe and Isak mentioned, furthermore, an example would be perhaps going into a fallback flow. Let's say there are 50 flows in a chatbot, I'd like to have the option to use 1 flow for all fallbacks and perhaps some of them have exceptions. 

However, this does not end with the fallbacks, it'd be also scalable for other types of requests to not make duplicates and do the same job more than once.

If there are more insights needed I'll be happy to provide them.

Hi Sarah Darmawan!

Thanks for sharing this, it's really helpful. Could you please also tell me if it's possible to do this for only 1 or more departments and leave the rest as the default way goes?

Your help would be greatly appreciated! 
Looking forward to your response!

Regards,
Garegin

The merging experience is awful in the Agent Workspace, as our agents need to go back and forth to get the users email and then use it in the apps section to merge it. Moreover, the last comment being merged is also not convenient for us. 

Please take a look at the UX of this feature once again.

Regards,
Garegin

Having the ability to export the content which the chatbot sends will help Quality control teams to review it and make sure that there are no issues with the messaging of the chatbot. 

Morevoer, this would also be required for translated messages as localization teams will also need to review them.

Another feature request is to be able to import changed messages by a .csv or a .xlsx this would cut down the time needed for admins to implement changes. 

Implementing a conditional logic on the messaging bot will allow to have sophisticated flows that assist users and provide answers more accurately. Moreover, having conditions for variables will also allow us to provide a personal touch by having a previous database on the writing user.

It would be helpful to have a reporting system for messaging bot. Individual KPI's and KPI groups will assist to gather quick data on how flows work.

Also, having a reporting system of the performance of the chatbot will also be beneficial to admins who create them.

It would be helpful to have the ability to reuse modules from one flow into another, without duplicating it. Meaning if there are two different ways a user can reach a point, in that case, do not have to duplicate the answer. 

Thanks!

Hi, 

We'd like to be able to copy macros and keep the HTML aspect of it. Meaning, being able to paste hyperlinked texts as well as keeping the text color without giving it a gray background. 

This would be a great implementation as there are times some different macros need to be merged to provide a response and every time can be a different combination therefore creating new macros for each of them would not be an efficient solution.

Hi, 

We'd like to have a feature to redact merged ticket internal notes since there is no option to redact, delete or change them and it can cause a GDPR and/or a data privacy issue.

Please consider adding this as soon as possible.

Regards,
Garegin

Hi,

From the needs of our team we'd like to have the option to export the messages the bot sends from Messaging, it will be used to have a clear brand conversation, for quality and localisation purposes. Also, to have other team members be in the loop of all the possible messages the chatbot can send out. 

Please consider adding this to your product as it will be really helpful for us and other teams as well.

Regards,
Garegin