We use Fin Standalone and when our Fin Zendesk Messenger loads, it presents certain buttons to the customer for some of our Products. Some customers write a text reply instead of clicking a valid option, which results in the message below:
Workflow "Zendesk Messaging": encountered an unexpected user message, reply buttons have been re-sent
We’ve tried Guidance and looking at the Workflow configurator, with none of these providing a solution, so it looks like this capability doesn’t exist.
Can functionality to customise the error handling be introduce for a smoother customer experience please? Without this customisation, we’re seeing customer conversations being abandoned becaise the customer isn’t happy with just being presented the button options again.