We're currently using the “Account Access” skill for handling password reset requests. When users ask the bot to reset their Okta password, the bot follows this flow:
- Creates a support ticket
- Generates a password reset link
- Automatically closes the ticket without adding any comments to the ticket
In the chat, users receive a message like:
“The password change process has been completed and the related ticket (Ticket ID) is now closed. If you have any further questions or need additional help, please let me know!”
This message has caused confusion among our end users, especially if they haven't yet clicked the reset link or encounter issues with it. Some users have raised concerns about the ticket being closed prematurely, believing their issue remains unresolved.
To help improve clarity, we’d like the ability to customize this verbiage from the MW admin page.
Here’s our suggested version:
“I've generated the password reset link. Please click the link to reset your Okta password. Since my action is complete, I’m proceeding to resolve this ticket (Ticket ID). Feel free to reopen the same ticket for further assistance on your request.”
The above response should reflect in the ticket comments before the bot changes the status to “Resolved”.
This small change could go a long way in setting the right expectations and reducing user confusion.
Would love to hear if this is on the roadmap or if others are facing a similar challenge.