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3 Comments

  • Verity Stanford-Tuck

    Does any know if having a HTML snippet at the beginning of every article explaining which membership package can use that article, is going to impact Answer Bot? 

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  • Ben Van Iten
    Zendesk Community Team

    Hi Verity Stanford-Tuck,

    Answerbot is able to look at the first 75 words of an article. If the HTML snippet involves text, that would be factored in. We have a similar snippet at the beginning of many of our articles that explains which plan levels can use a feature for instance, and have not seen any negative effects on those articles.

    I hope this is helpful!

    1
  • Aqsa Khan

    Hi team, 

    The tickets/questions that we receive from our clients are related to individual payments (we are a payment service provider) and as the questions are not generic and often complex, we find it difficult to write a FAQ article about it.  

    We did nevertheless create a few FAQ articles to still benefit from the Answer Bot solution and I have a question for which I need your help. 

    1. Often, the ticket from our clients start with payment data followed by a request to clarify the payment status.

    For example:

    " 1. Why are the documents uploaded to payment 123456789 rejected?"

    " 2. Our end customer claims to have dropped the chargeback against payment 123456789, why is this not updated in your portal?

    We try to address the question (as much as possible) in the FAQ, but since the clients send emails that are a mix of their question, payment reference numbers and payment statuses, our articles are not effective. 

    Do you have any takeaways for this situation? 

    Thank you in advance for your help. 

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