Build flow after articles

5 Commentaires

  • Elaine Hilario
    Zendesk Customer Advocate

    Hi Ashley,

    If a customer found the recommended articles to not be helpful using the Show Help Center articles step, there is always a Feedback flow right after this end step where your customer can choose to Start over or to Talk to a human. If they choose the Start over option in the Feedback flow, and you have a Present options step at the very start of your flow, then a customer can go ahead and click on the options available for you to gather the necessary information before they can be connected to an agent using the Transfer to agent step.

    I hope this helps! Cheers!

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  • Ashley Yau

    Elaine Hilario

    Hi Elaine, thanks for the reply, however after the customer found the recommended articles to not be helpful, the bot will ask them either to start over or talk to human, therefore at this point they can already select to chat with agent directly, however we are not able to ask customer fill in any ticket field after reading articles as the flow builder not allowing us to

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  • Elaine Hilario
    Zendesk Customer Advocate

    Hi Ashley,

    Ohh, gotcha. Thank you for clarifying that one. You're correct. For now, there's no way to add a step after the Show Help Center articles step as this is currently an end step just like with the Transfer to agent step.

    I would recommend posting your request in our product feedback forums so our developers can consider your use case for future updates and other customers having the same request can upvote your post.

    Cheers!

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  • sbenaouda

    Is there an option to ask the end user to authenticate themselves at the very start of the flow? If so, this becomes a non-issue. After authenticating, they can then be presented with options. 

    -1
  • Cheeny Aban
    Zendesk Customer Advocate

    sbenaouda,

    We understand your need for that functionality. However, there is no native way to integrate the authentication process with the Flow Builder yet. Nonetheless, I am marking our conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

     

    0

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