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Want to be able to post info that customer leaves in a bot into a ticket.

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Elizabeth C

2022년 11월 01일에 게시됨

Hi, 

My company only wants bots to answer customers, and we are currently using wufoo forms to get info for warranty requests. 

We have a couple of options. One, make a form that "Transfers to an agent" which creates a conversation, but then the customer can't be redirect back to the bots for anything else. 

Two create a bot form that drops the info from the chat to a ticket. 

Here is what I have, except it is not dropping info into ZD support. Just dead ends here. Can anyone offer a suggestion?

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    Shiyu Zhu

    Zendesk Product Manager

    Hi there, 

    A solution to this problem could be to use the Make API step to create a ticket into Support instead of the Transfer to Agent step. This way you will be able to capture the customer information while the conversation control is still with the bot. 

    Alternatively, in Q1 2023, we will be releasing the ability to insert a link button inside the bot message. With that capability, you will be able to link the end user to the warranty form. Thanks  


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    Elizabeth C

     

    Thanks! Do you have an article on making the API step?

     

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