laura abraham

Hi Sam, just to let you know, the exact same thing was requested here https://support.zendesk.com/hc/de/community/posts/4411971678874-Add-Back-step-in-Flow-Builder 

+1

We have the exact same problem. I also mentioned it in a different community thread a couple of month ago.

We would like to send a message to our customer, when the department that we transfer him to, is offline. Right now, it's not possible to do that with the current chat triggers.

https://support.zendesk.com/hc/de/community/posts/5039760661786-Automated-message-in-Flow-when-department-is-offline

Lisa Tam Is there any way for us to build this ourselves? It seems that there is no planning at Zendesk to implement the topic.

@jorge this is globetrotter.de . But they stopped using the bot as it seems.

Ironically, the exact feature is already available for the bot, but only as an addon from an external service provider, which of course you have to pay for again. 

Zendesk would just have to replicate that functionality. :-)

Hi Kate,

just to let you know, there are a lot of people agreeing with you. This issue was raised a year ago. You can find the community thread here: https://support.zendesk.com/hc/en-us/community/posts/4411971678874-Add-Back-step-in-Flow-Builder-?page=1#community_comment_5053237780890

kind regards, Laura

I have to strongly agree here. Back and Start over buttons are absolutely standard functionalities for a bot and we don't understand why these buttons don't exist in Zendesk Flow. From our point of view, a simple "back" button after each step in the flow would be enough for the beginning. That would be better than the current state in any case. It is extremely frustrating when the customer does not get to the start of the bot, especially when he has opened a ticket and has another request. This can lead to leaving our site.

Hi Christine,

thanks for your reply! I thought it would be helpful if the answer was posted publicly for others to see. It doesn't seem to be a very complicated question after all. I will wait for a reply on my ticket then. :-)

As editing the article doesn't work, I will add one more information here. :-)

I attach an example of how we thought we could achieve the state that an automated message can be sent depending on the chat department selected. 
Unfortunately, it is the case that the first condition "Department | Equal | Webshop Consulting" ("Abteilung | Gleich | Webshop Beratung") only accesses the Pre-Chat form, which we do not use in our flow, since we have the bot active. If this condition could also access the form previously sent in the bot, that would be a perfectly fine solution. Thanykou :-)

Hi, is it possible to make fields in the flow Builder non-mandatory?

Thanks!