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Ability to Continue Bot Engagement After Submitting Support Ticket
2023년 11월 20일에 게시됨
It would be really beneficial for users to be able to continue engaging with the bot after submitting a support ticket. For example, users should be able to search for helpful articles that may resolve their issue prior to their ticket being resolved. From what we have been told from Zendesk support, once a user submits a support ticket through out bot, they can no longer engage with the bot until the ticket has been resolved which creates a bad user experience. Is anyone else dealing with this and have a workaround? Thanks!
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댓글 2개
Onur Okutan
Hi Brittney, thanks very much for sharing the great feedback. We are currently working on the Multi-conversations feature which will provide the ability for end-users to carry multiple concurrent conversations with your business, so that they can raise multiple issues or queries at the same time, removing the bottleneck you highlighted.
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Viachaslau
+ from me
It would also be great to allow agents to enable some custom bot answers (let's say we have a flow integrated with an internal CRM, and after understanding a customer's problem, an agent can force that flow).
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