Dan Shetabi

• user starts chat and goes through pre-chat questions
• chat begins
• agent ends chat from the agent workspace
• user sees 'chat ended' message and closes chat
• user taps button to start new chat
• user goes through pre-chat questions
• user sees 'chat ended' message and is unable to type a message

Thanks Tipene Hughes. We have our Web widget (Classic) working correctly. The issue we are having is the answer bot in our mobile app using a mobile SDK with Support SDK. The experience we are seeing is that the answer bot is asking if we would like to ask a question but then straight away stating 'or you get in touch" before giving the customer a chance to even ask a question. The documentation states it should only offer that option once it has suggested an article however this is not what we are seeing with our implementation or with the Zendesk example app. 

Hi, I'm hoping someone can help with a question about configuring the Answer Bot in the Unified SDK (we aren't able to use the new SDKs at the moment).  The docs suggest that Answer Bot will suggest an article first, and then only hand over to chat or support if the user doesn't find a helpful article.  That's the behaviour we want.  What we are seeing is the Answer Bot asking if we have a question but then adding 'Or you can get in touch' immediately, with the option to hand over to chat/support without asking a question first.   The Zendesk example app seems to behave this way too.  Does anyone know if there is an SDK configuration setting or some configuration within the Admin Center that might change this behaviour, and enforce asking a question first?

This is very disappointing. I like many others would like to see exactly where it stated that Flow Builder was going to be a metered function in the future. I do not recall this and have can not find it anywhere. 

I find it very hard to believe that you have made this change due to feedback that resolutions are hard to predict. It seems to me that it is more likely that your current options did not drive very high positive resolutions and therefore you needed a way to make more money. So now you are looking to charge when a bot/flowbuilder doesn't hep a customer but simply just suggests something.

1000 MAUs is crazy low, you would use that on a simple article bot trigger set up in your auto replies to tickets within a day or two. 

I hope that you listen to your customers and re think this approach. I feel if you do not, you may start noticing a real hit to your renewal rates