Daniel V

They realize that this has the opposite effect of what they're aiming for... they're incentivizing the abandonment of bot usage. There are many accounts that won't be able to afford these costs and will deactivate the bots, and their next step will be to leave the brand. It should be optional; those who want it can apply it, and those who don't can continue with the previous method

Hello Chris,
What good news you are giving me.
Do you have any example or article where I can see how to work the case to distinguish from which publication a message came?
Thank you in advance

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

Hello Joe, in the marketplace, you have several apps. You can try any of them in their trial version. I'm leaving you a link below for what I believe you need to do.

https://witalker.zendesk.com/hc/es-419/articles/20839603967763-Potencia-tus-notificaciones-a-trav%C3%A9s-de-WhatsApp

In the example from that URL, they use their own app's API to send messages based on X event. In your case, you have to use an automation that checks that after 2 hours in XX state or 2 hours without updates, it sends a message to the customer via WhatsApp. Analyze it; it's exactly the same concept.

Just keep in mind that these notifications use the famous Meta templates, and they do have a cost, albeit a minimal one. You can use marketing or utility-type notifications; the latter is a bit cheaper. I hope this helps;

I have it implemented this way, and it works very well.

Hello Jose, You can do it through some existing proactive messaging apps in the marketplace, or you can do it yourself using the Sunco API. In both cases, you must have a professional suite or higher. (Recommendation: go for an app)

Since this thread started claiming the action to go back or go back to the beginning; Humanity discovered life on Mars, AI is about to make Sarah Connor's deepest fears come true, Swiss and US banks went bankrupt, Twitter was sold, humanity suffered and overcame the Covid-19 pandemic, Argentina emerged world champion (but it does not lower its annual inflation)... what else has to happen for humanity to have the improvement in the zendesk bot? Please....

A little humor, please don't take it the wrong way. There are many of us waiting for this patch and we have been waiting for a looooong time...

Could you make the bot start before an audio or an image sent? Unfortunately, currently, if customers send an audio or an image via WhatsApp, the flow does not start. Could you include an improvement like this?

please Zendesk, stop losing customers unnecessarily over something as simple as this.
Does the brand want to be #1? Are they really interested in being #1 in the market? Details like these make them lose ground to the competition. It's been over a year now and they don't give a solution.
Put a solution date please!
I can assure you that I am already embarrassed to explain to my prospects the inexplicability of this more than strange way of not being able to restart the flow.

Hello.
We have noticed that the flow does not start if you receive an image or a voice message as the first message from the client.
Many people do not start a conversation flow by writing a text that says "hello" or another text, they directly send an audio or an image. It would be great if the flow would start automatically when faced with these non-text events. Is it possible to have that improvement?
Agurated your comments to know what to respond to my clients.
Regards!
Daniel.

Hello.
We have noticed that the flow does not start if you receive an image or a voice message as the first message from the client.
Many people do not start a conversation flow by writing a text that says "hello" or another text, they directly send an audio or an image. It would be great if the flow would start automatically when faced with these non-text events. Is it possible to have that improvement?
Agurated your comments to know what to respond to my clients.
Regards!
Daniel.