Add "Back" step in "Flow Builder"

Hi all, let me add a comment as well to tell that we need a ‘go back one step’ button, as requested by our users after implementing the conversation bot two month ago.

We have also implemented the "back button" and while we had to reconfigure our bot flows to add this, the one customer experience that is still not ideal for us that I would appreciate any comments on how others have made this updated feature work better:

The customer gets their help from the bot, and at the end we have a comment that says something like "Great, simply come back here and type a question if you need help later" (paraphrasing).  However, the bot conversation remains where the customer and the bot left it at and if that customer takes days, weeks to return, they may not see that last bot comment, so is there any way to configure this so after a certain time, the customer comes back and types anything, or clicks refresh (something), the bot automatically starts over so the customer is presented with the intended starting point?  

We have def made improvements since this back button update but it still is not super intuitive for the customer to just know they can type anything without us adding in really silly sounding language prompts to tell them how to get to the beginning...

Any tips/help on effective ways to navigate this is helpful!

Thank you Jon Ross the trigger does the job!

Hi Daniel Velasque the action recently released "link to another action" is not available after the action "agent handover". What I am trying to achieve is to restart the bot after the agent handover and after the Messaging ticket has been solved. I think the suggestion of Jon Ross of using a trigger to change the ticket status to closed, will hopefully restart the Bot conversation.  

Dear Antonio,

A few days ago, Zendesk launched a new feature within the bot that allows users to backtrack within the flow, which may require you to readjust your flows. Here's the link to the update: Zendesk February 2024 Release Notes

Additionally, it's now possible for customers to continue navigating the bot even after creating a ticket. However, it's important to note that this operates asynchronously, meaning responses will be delivered via email.

Please keep in mind that if you're working synchronously, it's essentially an online chat where the customer creates a ticket, and if you're online, you handle the chat and interact with the customer until the case is resolved.

On the other hand, in an asynchronous setup, the customer leaves the case, continues using the bot, and you respond when available, with messages delivered via email.

We've successfully implemented this approach for several clients.

Best regards

Hi Antonio Auctane, you can achieve the behaviour you are looking for by using a trigger to close the ticked when the agent moves it to Solved. Control of the conversation is passed back to the Bot when the ticket is closed. Please see this article https://support.zendesk.com/hc/en-us/articles/4408824482586-Managing-conversation-handoff-and-handback for additional details.  Thanks! 

Absolutely basic functionality, unconceivable that is taking so long.

- User interacts with flow builder 

- Agent handover 

- Conversation ends and tickets is solved 

- Same user came into the chat and it simply reopen the existing ticket, no option to reengage with the Bot? I mean really? 

How can you even conceive a flow builder without the option of restarting the Bot after the agent handover. 

We are in the middle of Q1 2024, waiting desperately for news here.

Hello everyone, thank you for your continued engagement on this thread and expressing your interest in this feature request. We have been excitedly working on this and other features to help you in your work and efficiency.

In an effort to keep this community informed, I wanted to share that what I wrote in September still holds true.. We continue looking into this issue. I am pleased to say that our impending release of flow linking has the potential to solve the problems of users needing to start over. With this linking feature, customers can configure the bot to either restart the current answer or return to the greetings message. This solution will cover most of the use cases mentioned in the thread.

Our plan is to release this in Q1 2024. I will return to this thread with any pertinent updates and documentation when it launches. Thank you again for providing us with your feedback and for being valuable Zendesk customers.

+1 for this feature being an absolute basic requirement for conversation bots to work in a basic form. A customer returning and seems to be stuck in the same point of the conversation. If you are trying to guide a customer through an answer flow and they select the wrong option, it's very hard for them to circle back to the same point in the conversation and they will just create a support ticket anyway.

This is a 2-year-old feature request that I was directed to via Zendesk Support today. Similar to the promised feature in Zendesk's support bot where the customer can start multiple conversation topics, it seems to be in the never-to-arrive roadmap.