Best Practice: Using labels with Answer Bot

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  • Craig Willis

    It would also be nice to be able to use a tag to exclude certain articles.  I think in many circumstances it'll be easier to exclude the articles that you don't want to be included, rather than the ones that you do.


  • Matthew Atkinson

    For scenario 2, can you confirm whether anything needs to be added to the Answerbot itself, as far as trigger rules (and if so what) etc or whether the articles themselves just need the label inserted?


  • Peter Rifkind

    +1 to Craig's comment.  Excluding by label would be great.

  • Mike Mortimer

    Hey all, Craig: thanks for the feedback. We're continually reviewing the best ways to make it easier to deal with the use cases.

    Matthew, once you've added a generic "use_for_answer_bot" style label to all the articles you want to restrict Answer Bot to, you'll just need to add that label to the trigger by using the "Configure and Test" mode which is available when you edit the trigger. Let me know if you have any follow up questions?

  • Matthew Atkinson

    Hi Mike,

    Ideally I would like to make an article top 50 where keywords are unnecessary taking the queue entirely from Answerbot. Is this an option using the use_for_answer_bot label in articles and adding some kind of tag within the trigger?

    I tested with your suggestion but still see answerbot suggested articles outside of those I would wish to be provided.

    Can you give any recommendations here?





  • Felix Frenzel

    "Instead of using labels to improve the performance of Answer Bot, you can use labels to help with targeting for your trigger."


  • Stephen Greenfield

    Wow -- I can't believe this hasn't been mentioned, but you seriously need some kind of "boolean logic" for your labels.

    For example, I want to limit Answer Bot to focus on just the questions for the "Windows" version of "Program_A".  But if I enter both the labels "Windows" and "Program_A", then I might get "Macintosh" labeled articles.

    Isn't the point of creating these triggers to narrow down the scope of Answer Bot's suggestions?

  • Nagu Singirikonda

    We receive many tickets through emails but not all of the end-user's questions or problems can be suggested through the knowledge base. How can I use key words from emails to force Answer Bot to not respond? 

    For example, a user may email us to unsubscribe from our program, and we do not have that functionality through a button. We do not want Answer Bot attempting to suggest articles which are irrelevant to that, so I want to use keywords such as "unsubscribe", "cancel my membership", etc. to force Answer Bot not to respond and to let one of our Agents work that ticket. 

    Is something like that a functionality of Labels? 

  • Terry Knox

    What Craig Willis said! It would be awesome to be able to exclude specific articles. 

  • Thomas D'Hoe


    With the new bult article actions for Zendesk Guide is not necessary anymore to use the "Ruby Script" for scenario 2.


  • Mark Adkins

    I'm trying to figure out how these labels work with triggers.  If I have 2 types of customers (say power and water) and I only want to display certain articles for water customers, how do I use the labels to limit which articles they see?


  • Patrick Bosmans

    Hello Mark,

    For this type of workflow, you would need 2 triggers and a way to scope the triggers to fire on one group of users vs the other.  (I would recommend something like group assignment, user tags, or something easy to control and adjust.)

    With that done, in the trigger for "water" customers you can add specific article labels that would pertain to those customer qs.  The labels would restrict answerbot from looking at "unrelated" articles on your help center.

    If you run into any issues with this setup, or find that articles are still showing up, you can send us an email at and we can spin up a ticket and help with the troubleshooting!

  • Mark Adkins

    Is there then a way to assign all users from a certain domain to a group?  I don't see how to create groups for any users other than agent users.  This is for end-use customers and not agents.

  • Thibault

    I really agree with Craig Willis on being able to exclude certain tags from the AnswerBot suggestion. My main pain point is the following:

    @AODocs we use the knowledge base to publish our Release Notes in a dedicated section. And as you can imagine release notes are covering a lot of topics, hence the AnswerBot matches nearly everytime a customer opens a ticket to us.

    I wouldn't mind if the suggestion was relaying a change in behavior in the last release but when it suggests a Release Note article from our version 37.0 while we are currently in 49.0, you can imagine how far off the AnswerBot misses.

    Has anyone already opened a Feature Request on this topic? I couldn't find one in the Guide Community.

  • Nicole - Community Manager

    Hi Thibault -

    I don't see any feedback threads specific to this request currently; you're welcome to initiate one. Here are the guidelines for publishing a good product feedback post. Thanks for sharing your input!


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