Multiselect in the bot builder allows agents to select more than one option as applicable in a bot conversation. Restricting agents to a single select radio button might not make sense for a lot of use-cases and questions. The ‘Multiselect’ feature helps you tackle just that.
A few example use-cases:
i) In the case of scheduling appointments, the agents might have to choose more than one convenient time slot based on customer preferences.
ii) In the retail business, the agents might have to select multiple input options if the customer has questions or issues with multiple items in an order, or wants to request a refund for multiple orders they'd placed earlier.
iii) If you are a travel agency, your agents might want to pre-book their meals, upgrade seats, and opt for priority check-in for the flight based on customer preferences.
iv) In a banking scenario, agents might need to choose to apply for a debit card, credit card, and a checkbook at one go for the customer.
The 'Multiselect' feature is now available for the following input types:
Carousel
Drop-down
Button
A quick guide to enabling ‘Multiselect’:
Log in to your Freshdesk account as an Admin
Go to Admin > Agent Productivity > Assist bot under Freddy configuration
Select the bot you want to edit from the bot list page
Choose the required dialog for which you want to enable this feature
Under 'Input type', if you have any of the above-mentioned input types (carousel, drop-down, or button), you will see the 'Multiselect' checkbox against it
Select the checkbox to enable agents to choose multiple options as inputs/answers for that particular dialog/question
When 'Multiselect' is enabled for a dialog, conditional flows under the 'Conditions' tab can also be configured based on the values selected.
