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Elaine

Joined Jul 04, 2024

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Last activity Jul 04, 2024

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Latest activity by Elaine

Elaine commented,

CommentHow to fix issues in Zendesk messaging

I have the same problem when initiating web widget for my client. It makes the experience workflow nonsense that end user can't interact with the bot for a second chance. 

 

But I had notice the zendesk support bot on this page had a solution. Tell me if I understand wrongly. 

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You solved this problem by developing a customized pre-chat window to show history conversation list and new conversation button. When a conversation has been transferred to human agent and ticket is closed, the conversation will not respond for further questions within this conversation. But the end user and go back to last page and click “new conversation”, the web will initiate a new web widget with new user id, and the conversation will restart from bot again.

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I think this is genius idea but it cost too much effort to launch the project only to let the flow “make sense”, especially for a mature product like Zendesk. I just wonder if there is any solution that cost less effort to solve this? Or can the product team share us the best practice and code of your own?

 

I am still in the project implementation phase, it is essential to me of delivery successfully or not.

View comment · Posted Jul 04, 2024 · Elaine

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