Answerbot for Zendesk Messenger
RespondidaIn Zendesk Messenger is it possible to turn off the automatic “Was this helpful?” question that answer bot asks once you have sent an article or a final message within a flow? We are finding if customers click “no” they then get the option to talk to a human without Answerbot gathering any information from them like their name or email address. As such, when they arrive in to our agent workspace we have no idea who they are as they just appear as "Web User 834939402983". This is making it very difficult for us to use messenger successfully.
We would like to have full control over when customers talk to an agent and force them to use the pre-determined forms we have added to our flow builder if they need to speak to someone and provide us with their details.
We are also finding that on messenger even if the customer just says “hi” or “hello” Answerbot does not recognise this is not a question and will suggest articles to them, of course none of which are helpful as the customer has not yet given a question or clicked a flow path.
Ideally we would like to turn this feature off, but if it is not possible is there a way we can force the customer to fill out their details if they get to the “talk to a human” without going through the flows?
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There has to be a way to disable the annoying 'talk to a human' message. Can someone help?
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Hi Emily,
We appreciate your feedback, this will be very helpful to our Product Team. As of the moment, there is no option to force require contact forms in messaging but rest assured that we will be marking your comment as Product feedback to make sure that this functionality will be flagged to our Product Managers.
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
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Hi Mohammed
You may edit your flow builder and have the option to remove the step "Talk to human" from the workflow. However, the option Talk to human will still show as part of the default flow if the customer required additional help. Would you like to have the option to initiate a chat in messaging disabled?
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Upvote! This ability would help my team a LOT!
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Apologies for posting this here, but I'm struggling to find the right place.
In the Web Widget the customer can type free text and then the AI tries to present some relevant articles
In the Bot, everything seems to much more rigidly defined - so no option for the customer to enter free text at any point, or for the AI to help present suitable answers.
Also - when I transfer to an agent what I really want to do is present one of the forms I've developed for the support pages and use these in the ticket - or at least have the option to enter some free text and perhaps upload some photos.
To be honest the bot is disappointing.
However, when I use the bot on this community page it behaves much more like I want it to -
Hi Dr Chris Horne,
The Zendesk Messaging was designed by our engineers in order for us to properly support our customers. Its main purpose is to gather all the information required from our customers to properly route their tickets. As it turns out, this capability is still achievable, yet it will require heavy customization on your end on which we cannot provide support.
However, we have our public facing bot flow that is continuously being improved to cope up with the needs similar to the one you have. For more information, please refer to Using Flow Builder to create bot flows. If you have a great idea on how to improve it, you can share it to our Community Page, to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that improvement.
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