Vincent Tipaldo

The Bot we built out really serves our customers well. It works great on our web site where we have the Bot widget embedded. However the functionality does not work when the Chat originates in Facebook (META) Messenger, from which many of our clients reach out to us. 
 

In particular, a critical Drop Down field near the beginning of our data collection does not even appear in Facebook Messenger. We had to create a very scaled back version of the Bot for social media that is very limited in its capability to aid our agents.

We request that the “Ask for Detail” components that work perfectly with the embedded widget are upgraded to work in social media.

See article here: 
https://support.zendesk.com/hc/en-us/community/topics/1260801325369

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Thanks Joey...

We sought out a partner in the Zendesk app store and connected with 3Scribe. They are awesome and worked with us and we now have a very successful experience with non-English transcriptions and also translations. 

In Talk, we have the Transcription feature turned on - and it works good enough for English language calls. But we would like to add on a transcription solution for when we receive Spanish Language messages. It could include routing Spanish Language calls to a unique number, but it is the transcription part within Zendesk we'd like to have happen.
If anyone has any feedback, please let us know!