In 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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