Add "Back" step in "Flow Builder"

We need this basic function asap! We get alot of confused tickets from customers who are unsure how to proceed. 

Adding to this - this is a necessity - Adding a Back button - call it Begin Again, Start Over - whatever is most intuitive but it is needed for all the reasons noted in the thread - 

This explanation of what was coming from ZD really doesn't answer the need for the back/start over button.  If we can train the bot to find articles, it seems you should be able to add a button allowing our customers to start their bot experience over.  This came from ZD back in 2022:

The bot building experience will be updated where you can create bot answers as a separate flow and train the bot to recognise specific phrases which the bot will direct the end-user to that particular answer flow. This way the end-user won't be stuck in the loop, they can simply ask their question and the bot will find the best match answer flow to direct the user to, taking them to their answer quickly.  We hope this update will help improve the end-user experience, helping them find their answers faster.

Hola necesitamos tener la opción "volver atrás" y también "Menu principal" es importante tener esto cuanto antes ya que los clientes entran en un loop sin salida, si ingresaron a una opción que no contiene la información buscada no pueden volver atrás o al menú anterior y esto genera una mala experiencia.

This would be such a good feature! Please implement..

We need this basic function.

Simple answer, it's because it's custom code enabled by Sunshine Conversations.  To fully use that, you likely need a developer and additional SKU when you exceed a relatively small amount of MAU.

Agree this should be standard.

Also - what's interesting is that Zendesk HAS this functionality.  They just have not released it yet.  When you request help from Zendesk, you can have multiple tickets open, and the bot presents those options in addition to the option of asking a new question.  I'm not sure why, if that feature has been in use by them for at least 6 months+, that there isn't a release date to their client base.

Brett Bowser were you able to find the add-on that Jeffrey mentioned on 6/22? This is a crucial feature that I would like to implement and it would be helpful to know what the third-party add on is so we can use this in the meantime. 

I agree, this would be a great feature to add for customers to have agency over their messaging experience. 

It would be helpful to provide the customer with an option to either start fresh with a new ticket, or continue with the existing messaging. While testing, I have found it annoying that there is no easy way to go back to the original flow options. The only way I am presented with options is by asking a question, but that means I miss all the provided options from the flow and am limited to only what comes up based on my question.

I think this is a limitation with messaging in general because I may want to continue with my existing message, but I may also just want to start over and giving the customer the agency to do this would provide a better customer experience.

Is there any update on this feature yet? Is it even on the Zendesk roadmap? We lauchned the Chatbot and receive a great amount of "go back to the beginning" entries of customers as apparently they are used do from other chats. I myself have tried many chats from competitors and its just so much easier and less frustrating when there is this option. So could you please tell us if you are planning to implement this feature? Brett Bowser Could you give us the name of the Addon? Thank you very much!