To ensure you're getting the most out of Answer Bot, it needs to be activated correctly on all relevant triggers and web forms that you receive requests through.
This article contains the following sections:
Improving your activation rate for emails
Answer Bot for email works by replacing the standard auto-reply acknowledgement notifications that are usually set up. When activated, Answer Bot will create a sample trigger that demonstrates how your triggers need to be configured - it won't automatically convert or edit any of your existing triggers.
In the Recommended triggers section of the Answer Bot email admin page, your standard auto-reply triggers are listed, allowing you to easily find the trigger(s) you need to update and convert into Answer Bot triggers.
It's worth remembering that these recommended triggers may not be comprehensive in all cases. For example: your auto-reply triggers may actually be set up to run on update (not on create).
Our recommended best practice for Answer Bot for Email is to create as few triggers as possible and let Answer Bot do the hard work. If you can be confident in how you are segmenting your incoming questions, then you can consider using labels as a means of focussing / filtering the articles to only the articles that would be relevant for that segment (read more about best practices with using labels with Answer Bot)
Improving your activation rate for web forms
Answer Bot for web form is activated for each form, and for each brand that has an active Help Center. You first need to activate the global setting for Answer Bot web forms; then you need to ensure that you have toggled on all forms, for all brands that you want to enable this experience on.
To get the most out of Answer Bot for Web Forms, it may be worthwhile reviewing (or creating) multiple forms and activating or disabling Answer Bot as appropriate for each form. For example, when using multiple forms, customers would choose from initial selection of problem types.
You can find out more about creating and presenting multiple forms to users and read about our best practices for Answer Bot Web Form.
8 Comments
I have only one active brand, with one active web form, but my activation rate is just over 50%. Am I misunderstanding activation?
Hey Michael,
When you say active brand/web-form, does this mean you don't have any other brands or web-forms created at all? Or are they created but you don't use them currently.
Can you also confirm if you have answer-bot enabled for each of the recommended triggers on your account? That may be what is affecting your activation percentage. As mentioned above, you may not need to activate answer-bot for each of your triggers in your case, but that could explain the rate you're seeing.
Let me know!
Hi Brett, thanks for the response. I have multiple brands with multiple forms each, but only one brand is enabled for Answer Bot and it has only one active web form. In email, I have only one trigger enabled. Is there somewhere else I can look?
Hi Michael,
I believe even though answer-bot is deactivated on one of your brands, that would affect the number that you're seeing. I'm going to reach out internally to confirm this on my end. I'll follow-up once I have more information.
Hi Michael,
I confirmed with the Answer-bot team that the activation rate is doing what it's meant to be doing here. The single brand and form you've activated answer-bot for represents 51% of your ticket volume in your account.
Let me know if you have any other questions!
Thanks again,Brett. I also have a trigger for email, but it excludes a large class of other-system-generated emails. So all good.
This information helps answer a question I've had! We have 6 brands within our company and only 1 has answer bot activated, which explains why our activation rate is 42% but our AB suggest rate is 93%. Really good to know. Thanks!
Happy to help Pam and Michael :)
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