I have a line of business that only handles emails from customers, no chats or calls. We use a Zendesk Bot to try and help them find the answer to their questions, the business believes that about 50% of their contacts could be answered if they read the KB. For the 50% that need to email, I want to be able to do that right in the bot flow. Today, I am linking them off to the web form. Is anyone able to do this natively ? Are you just using messaging with no agents available? To keep reporting consistent, I would prefer they look like web form submissions, but think that would require a different type of “step” we don't have today.
Thoughts?
