Messaging Web Widget: Flow Builder > Automatically Transfer to Agent if customer had to "Start Over" more than once
Feature Request Summary:
1. Ability to create a custom flow and designate it as the "Start Over Fallback."
2. A setting to customize how many times a customer has to select the "Start Over" option before they are instead dropped into the "Start Over Fallback."
3. A setting to customize how many times a customer can encounter "Sorry, I didn't get that, please try rephrasing your question" from the bot before they are dropped into the "Start Over Fallback."
This would allow admins to decide when a customer should get sent straight to an agent (or directed to submit a ticket, etc), when the bot flows are failing to adequately assist the customer.
I would designate the "Talk to a human" flow as our Start Over Fallback, to ensure that customers are never caught in an endless loop due to poor communication with the bot.
Business impact of limitation or missing feature:
Customers who either don't realize they're talking to a bot or who struggle to keep their questions concise have to "Start Over" multiple times. These customers inevitably become frustrated or angry. It's critical to good service that we limit that frustration as much as possible.
Edited to add that this is also necessary for when the bot can't understand the customer's question and asks them to re-phrase.
Thanks for sharing your feedback. We have some updates coming in Q4 that may help with the problem you're describing here where the fallback experience will be configurable. You can append answers to it such as Transfer to Agent, suggest other popular answers or replicate the greetings pinned answers. With this update, end-users will never be in the "loop" as they can be provided alternative options immediately. Do let me know if you feel this can solve the problem you're having.
Hi, this is a pain point for us as well. Would love for the ability to have "start over" as a flow step to prompt our visitors back to the top of the flow. Right now it will take them 2-3 steps or clicks to get there.
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