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Grace Stratton

Joined Mar 04, 2022

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Last activity Mar 22, 2024

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Latest activity by Grace Stratton

Grace Stratton created a post,

Post Q&A - Chat, messaging, and widgets

Under the 'behaviour' tab in programming my bot, I have a programmed message for the 'Start of the conversation' which also displays some answers so that the customer can quickly get help for a specific problem and be taken through the bot flows I have built. However, that message only displays the first ever time a customer uses messaging. Even if the ticket is closed, when they re-enter the chat, they don't get any greeting or suggested answers. Is there any way to change this? If not I find this a big oversight of how the bot is programmed. I don't find the bot to be that helpful if customers aren't quickly able to pick an answer (one of which is talk to a human). Instead they'll have to jump through a lot of hoops and try to guess the right word to use to prompt the bot to do what they need it to do.

Posted Mar 22, 2024 · Grace Stratton

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Grace Stratton commented,

CommentHow to fix issues in Zendesk messaging

"When a user replies to a closed messaging ticket the initial greeting flow doesn't restart." 

What does trigger the initial greeting flow then? In my testing of the Android SDK, I haven't been able to receive the 'Start of the conversation' message since the first time I ever used the widget. Surely you'd expect that the customer would be greeted with the same conversation starter after the ticket is closed on the agent's side?

This is what I'd like the bot to do but I haven't been able to configure it in that way

View comment · Edited Jan 02, 2024 · Grace Stratton

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Grace Stratton commented,

CommentMigrating to messaging

Is this outdated? I can't see a 'Messaging' section under 'Messaging and Social' in Admin Centre

View comment · Posted Mar 27, 2023 · Grace Stratton

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Grace Stratton commented,

CommentSetting up Explore

I don't think this article is applicable to those on the growth plan? I can't see the admin icon ⚙ in my explore. Can someone confirm this?

View comment · Posted Mar 09, 2022 · Grace Stratton

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Grace Stratton commented,

Community comment Q&A - Reporting and analytics

Is this function available for users on a Growth plan?

View comment · Posted Mar 04, 2022 · Grace Stratton

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