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Mike Petersen

Joined Jul 19, 2023

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Last activity Nov 15, 2023

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ACTIVITY OVERVIEW

Latest activity by Mike Petersen

Mike Petersen commented,

Community comment Feedback - Chat and Messaging (Chat)

I understand that you are working on Answer Linking, but can you tell me a bit about it and how it is going to work.

View comment · Posted Nov 15, 2023 · Mike Petersen

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Mike Petersen created a post,

Post Q&A - Chat, messaging, and widgets

Is there a way to have the ‘Button Link’ in a Message Step point to another Answer instead of a URL like it requires now?

THE REASON FOR THIS QUESTION

I HAVE RUN OUT OF STEPS, reached my 2000 step limit, and I need at least 1000 more in order to finish.

Each of my Answers contains 18 steps.  In those 18 steps there are what I call 3 branch points.  A Transfer branch point, a Rephrase branch point, and a Continue branch point.  I can make each of those branch points an Answer in an of itself, which cuts the main Answer to 6 steps.   

I have found a way to accomplish this, but it involves the customer typing one of those three words, transfer, rephrase, and/or continue.  This opens up the chance for errors.  That is, the customer misspelling the words.  I would like to take that chance away from them, and just have them select something that would then call up the branch answer. 

The only way that I can see to accomplish this is using the Button link in the Message step.  But in order to use this, it requires the Button link to be a URL.  There is no way that I know of the call an Answer using a URL.

Or, is there another way to accomplish this that I am not seeing.

Posted Oct 10, 2023 · Mike Petersen

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Mike Petersen created a post,

Post Feedback - Chat and Messaging (Chat)

I have reached my limit!  Well not me personally, but the Answer BOT has.  It seems there is a 2000 step limit, in total, that you can have.  Each of my Answers take 18 steps, some a couple more, some a couple less. 

I am told the reason for this is speed and efficiency, and more than that it will cause performance issues.   It would help to know what kind of performance issues. 

We need somewhere around 3000 steps to in order to implement the BOT.  With out that, its a non-starter for us.

Posted Oct 04, 2023 · Mike Petersen

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Mike Petersen created a post,

Post Feedback - Chat and Messaging (Chat)

I had ask Support if there was a way to insert a 'Pause' or 'Delay' between Steps in a Answer Bot, to allow the customer some time between 'Show help Center articles' and 'Ask if the question is Resolved'.

They do not have a 'Pause' Step, but offered the following work around;

---------------

One common method involves the use of an informative message to act as a 'pause' before proceeding to the next step.
Here's how:

1. After your 'Show Help' step, add a 'Send Message' action.

2. In the message, you can add any content. Perhaps a statement like, "If you need a moment to go through the help content, take your time. When you're ready, please type 'Continue'."

3. Then add a 'Wait for Response' action and configure it to proceed to the 'Ask if question is resolved' step when the user responds with 'Continue' or similar acknowledgement.
-------------------

My problem is that I see nothing in the Answer Bot Steps that even comes close to a 'Wait for Response' step/action. 

I must be missing something.

Posted Aug 16, 2023 · Mike Petersen

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Mike Petersen commented,

Community comment Feedback - Chat and Messaging (Chat)

It has been a couple of weeks now, and still no feedback from Zendesk!

View comment · Posted Aug 02, 2023 · Mike Petersen

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Mike Petersen commented,

Community comment Feedback - Chat and Messaging (Chat)

That is just what I am looking for also.

View comment · Posted Aug 02, 2023 · Mike Petersen

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Mike Petersen commented,

Community comment Feedback - Chat and Messaging (Chat)

Still in a holding pattern???  Still do not see any update on this.

 

View comment · Posted Jul 19, 2023 · Mike Petersen

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