Thoughts on general design to users to exit current flow gracefully

(Philip Mccarthy) #1

Dear All

I’m looking for some views on how to allow users to exit a flow gracefully if they can’t or don’t wan to complete it.

I have a messenger bot with multiple flows attached. Some of those ask questions and expect feedback. These work well if the user can complete it, however what to do if they can’t or don’t want to. Without any handling of this, the user can type anything and get a ‘I did not get that, can you try again?’ response.

Once approach I’ve tried is telling the user they can type ‘Menu’ at any point to end the conversation and return to a main menu. This works well, but it means I’ve got to build in a ‘Menu’ response for any question in flow with is a lot of extra work.

I expect my bot will end up having a lot of flows responding to a large range of queries, so this design element is very important.

I’m keen to see how others have dealt with this challenge and any feedback will be appreciated.

Thanks, Phil

(Karen Barker) #2

Hi Philip,

To exit a question there are built in words such as “quit” and “bye” which would exit the user from a question and the rest of the flow. The user would then need to type something else to the bot to activate a different flow.

If you just want the user to be able to have the choice to not answer a question but continue in the same flow then you’ll need to ensure the ability to “Skip” a question is turned on in the “Customize reminders and expiry” section of the question action setup. In this instance the user can send the word Skip and the question will accept this as the answer and move on to the next action in the flow.

Alternatively your idea of a Menu would also work well - however as you say it would create a lot of extra work needing to filter and add actions to trigger the Menu flow after each question. :thumbsup: