Issues with Agent Forwarding Card in Zobot
I implemented an Agent Forwarding Card in a Zobot that I created. There are a few issues with the way the card functions in an actual chat. The way it is designed right now is not easy to use and is not intuitive. Here are a few of the issues I have with it, with some suggestions on how it should actually function.
1) If the agent is available in SalesIQ, but doesn’t answer or dismisses the call, there is a banner message that appears. It’s very easy for this message to be completely missed by the visitor. It should be a message that the bot says in the actual chat message flow instead of a banner message that blends in with the rest of the window. The message should also be allowed to be more than just 100 characters.
2) If the agent doesn’t answer or dismisses the call, it’s not clear when that message banner appears that they can then type their message to be left for the agent. Yes, we can customize the banner message, but we only have 100 characters and it’s easy to miss the banner message. The chatbot should really ask the visitor what they want to do, giving an option to leave a message or to do something else. These should be configurable options on the output, along with the existing Offline, Operators NA, and Invalid outputs.
3) After the visitor sends a message at that point there should be more of an acknowledgement or confirmation that the message was sent to the agent. Right now it’s not clear.
4) After the message is sent, right now the chat window minimizes and closes out the chat. The chat bot should keep the chat going and ask the visitor if there is anything else they’d like to do (i.e. schedule a meeting, answer any other questions, end the chat, etc.) This should also be configurable.
5) It would be better if there was the ability to have the send a message feature in the Agent Forward Card actually instead be the same as the Send Email Card. Essentially, if the call is not answered by the agent, turn the Agent Forwarding Card into a Button Card so that we can configure exactly what we want to have happen from that point. We can then have a button to send a message (goes to Send Email Card), another to ask questions, etc.
These would make the Agent Forwarding Card a lot better and provide a better user experience for website visitors.
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