Answer BOT Step limit

13 Comentarios

  • Comentario oficial
    Daniel Aron
    Zendesk Product Manager

    Hi all, answer linking is now available when building bots. With answer linking you create a reusable set of steps as an answer, and then link to it, rather than duplicating a series of steps in multiple places throughout your bot configuration. We expect this will help to avoid hitting the step limit, the main issue highlighted in this thread. Please give it a try and let us know how you go!

  • Shawna James
    Community Product Feedback Specialist
    Hi Mike, thank you for providing your feedback. This has been logged for our PM team to review.
    For future reference, I want to point you in the direction of our product feedback template which has been designed by community members and PM's to help users provide as detailed feedback as possible so that our teams can understand and highlight the most important aspects of your product feature request. There is no need to reformat your post now, but I did want to make sure you were aware for future posts here!
    For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments. Thank you again for taking the time to provide us with your feedback!
  • Lisa Tam
    Zendesk Product Manager

    Hi Mike,

    Thanks for sharing your feedback.  This limit is in place to ensure no publishing issues will occur and also to keep the canvas performance optimised where it can be edited with no significant lag.

    Can you share more details about your bot answer flow designs? Eg. Does it contain a lot of repetitive steps? If so we do have answer linking planned for Q4, 23 to help with managing repetitive flows which should help reduce the number of steps in the bot.

  • Elina

    Same with us! We do have many repetitive Flows, since this is the only way our customers can find the right answer to their inquiry. Are there any news to when the answer linking will be live? Thank you very much! 

  • Daniel Aron
    Zendesk Product Manager

    Hi Elina, thanks for the feedback. The team is actively working on answer linking and at this stage we expect to release it in January 2024. 

  • Mike Petersen

    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.

  • Morgan

    We've hit the limit too. We have the same agent handoff steps in all of our bot flows, so it sounds like the new solution will greatly benefit us.

  • Ruby Montenegro

    We went from a very complex bot provider with no limitations like this to the Zendesk messaging bot. This 2000-step limitation is a big hurdle for our use case and was never mentioned. Answer linking will be helpful, but it can only do so much. We want to expand our bot to be as useful for containment as our old one. Sometimes answers are similar but exclude some parts of other answers, so custom steps are required even though the answers are similar. Any optimizations in this step limitation issue would be very beneficial for our bot.

  • Taylor

    This was presented to us as a solution to help filter out a lot of the frequent inquiries we get. The 2000 step limit was never mentioned once and now we just hit that limit. We need more steps as we have 7 brands to account for + selling direct. 2,000 steps is just not enough.

  • Shiyu Zhu
    Zendesk Product Manager

    Thank you for your feedback. Our team is currently working on a solution to the step limit issue, which will be released in the next few months. This feature allow you to reuse and link steps, eliminating the current problem. 

  • Isaac L.

    It is January and it was mentioned that Answer Linking would be live by Q4 2023, and then that it would be live January 2024. 

    Is there a better expectation date for answer linking features to be implemented? I have hit the 2000 steps limit due to a very repetitive flow through the option steps offer progression. The Answer Linking would be the perfect resolution to the issue. Are we thinking February? March? 

    Is there any other idea you can provide as an alternative to providing "option like" questions to customers without manually adding hundreds of steps?


  • Ruth Buan

    +1 Isaac L.

    Here are a few chatbot functions related to steps we've liked from our previous vendor:

    • Ability to link to another step within the same flow (like the ask if resolved step, since we've already updated the question and button names + additional outcome)
    • There is an extra hamburger button with a customizable menu (we can use it to add a privacy or terms link)
    • We have a back option and a menu option for the users. 

    Hope you can make these available this year!

  • Amelia French

    We would also like the ability to be able to link to another step in the same flow.

    For instance, if we include a step that presents five options for the different packages we offer, we would like the customer to be able to click on one option, return to the beginning, and then have the ability to click on another option if they desire further information.


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