Feature Request Summary:
We would like the ability to hook other flows up to buttons in the Present Options step, so that clicking on one of the presented options moves the customer from the current Flow into a different Flow. This would create "modular" Flows, as shown here:
This provides a means to suggest existing Flows to customers who are struggling with how to phrase their question to the bot. When the bot misunderstands the customer's intent based on their input and the customer says "No, something else", we could simply link related Flows as suggestions for the customer to choose from.
Business impact of limitation or missing feature:
Despite being careful to identify our bot as a bot and not a live agent, customers sometimes type full paragraphs into the widget, leading to bot confusion and mucking up the keywording. This leads to a frustrating customer experience.
We'd like to give customers additional escape routes to help them self-serve answers more efficiently, rather than simply transferring directly to an agent whenever customers say they need help with "Something else."