Enabling and using Answer Bot in the Web Widget (Professional and Enterprise Add-On)

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23 Comments

  • Dawn Anderson
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    Hi

    When clicking on the last hyperlink, I am being taken to the below page:

    https://support.zendesk.com/hc/en-us/community/posts/360001633887

    Can you direct me to the article that shows how to set up the answer bot for within the widget please?

    Thanks

    Dawn

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  • Zac
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    Hi all,

    When the user first types in a question to Answer Bot, it does not appear to actually open a ticket as indicated by this phrase:

    • The end user enters their question in the text box. They can use conversational language, as if they were chatting with a live agent, or use keywords. This action creates a support ticket.

    I can't find tickets that are created using an Answer Bot query in the Web Widget in my Support instance.

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  • Brett - Community Manager
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    Hey Zac,

    I double checked with our Product Managers and they informed me that a ticket will only get created when the conversation has been marked as solved. 

    I'll flag this article to get the above information updated. Thanks for bringing this to our attention!

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  • Zac
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    Hi Brett,

    Thanks a bunch! I also submitted some other feedback about Answer Bot over the Product Feedback section... would be glad to know if someone was able to take a look at it!

    -Z

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  • Brett - Community Manager
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    I appreciate you sharing your feedback Zac :)

    I'll pass it along to the appropriate team for you!

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  • Fever (Owner)
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    Hello, 

     

    Does the bot supports multiple languages? Our HelpCenter page has 4 languages available, will the bot "speak" to the user depending on what language they are looking at in the HelpCenter? 

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  • Nicole - Community Manager
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    Hi Fever -

    I see that this is your first post. Welcome to the Zendesk Community!

    According to this article: What languages are supported for Answer Bot

    "Answer Bot on email and ticket forms supports these languages: English, Spanish, French, Dutch, German and Portuguese. For the Web Widget, Answer Bot also uses Help Center search functionality as a fallback to show articles besides the ones in the supported language."

    Let us know if you have any additional questions.

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  • Sari Siekkinen
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    When you add Widget to another website (not Guide) Answer Bot cannot find any articles. Is this even possible?

    And if it is how can it be done?

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  • Delina Garcia
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    We're experiencing the same as Sari Siekkinen. Our Help Centre has 8 languages. We've enabled Answer Bot on the Web Widget, yet the results are subpar. Mostly in anything but English and French. How can we improve this? 

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  • Kevin Miodek
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    Hello Aimee Spanier

     

    We use another phone support channel for our customers to contact us. It's called Snapcall and is integrated with Zendesk. Is this something we could technically show up in the list of channels?

     

    Also depending on what the customer writes down or the articles that are shown up, could we show some channels and hidee others?

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  • Shiyu Zhu
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    Hi Kevin, 

    My name is Shiyu and I am a Product Manager from the Answer Bot team.

    There are no immediate plans for us to integrate Answer Bot with the Snapcall integration. I have noted down your feedback for future considerations. 

    In terms of restricting article suggestions by channel, this is not something we support today. Would you please be able to help us to understand the use case you are trying to satisfy here by hiding certain articles? 

    Cheers 

    Shiyu

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  • Kevin Miodek
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    Hi Shiyu,

    Thank you for taking Snapcall into consideration.
    About channels and articles it's actually the other way around.

    We sometimes need information from customers in a written way. For example if they'd like to amend details of their order we'd need this written and therefore we're thinking if it would make sense to not prompt phone support for those customers when they type "amend my order details" in chatbot and get related articles.

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  • Lila Kingsley
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    I have a question about whether the answer bot interaction is passed on in the ticket in any way if the interaction did not solve the question...i.e. it suggested no articles, or the end user indicated they were not useful/relevant and they then went on to contact support.

    It would be helpful for our agents to know a) that the customer interacted with the answer bot, and b) what happened in that interaction--specifically what articles were suggested/rejected.  Apologies if I missed this!

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  • Ali Demir
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    Is there anyway to change the greetings message? 

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  • Erika Camille Sundian
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    Hello Ali Demir,

    I can confirm that the Answer-bot greeting message is not yet editable at this time. Sorry about that. I'd like to encourage you to post about this in our Product Feedback where our Product Management team and other Zendesk users discuss possible new features and suggest workarounds. Thanks!

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  • Natali Nacinovic
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    Hello,

    I was wondering if it's possible to apply styles to the articles opened in the answerbot? 

    Also, there are some CSS classes that are present in the article when opening in desktop but not in the bot. IS it possible to do something about it?

     

    Thanks! 

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  • Elissa
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    Hello Natali Nacinovic

    Just a quick clarification, Answer Bot itself only offers articles, then the customer can choose to open them either in the Web Widget or in a window or tab of their browser. 

    I expect the issue you are running into is that often when articles are displayed in the Web Widget (rather than on a full webpage) any extra CSS or other custom formatting is stripped from them.

    We do recommend checking any content where you've added custom formatting by opening it in the Web Widget yourself to make sure it's works in a stripped down fashion as well. You can then make some edits to the content so it looks good in both places. Of course, customers will always still have the ability to pop-out the article from the widget into a full window/tab to see the fully formatted version as well.

    I hope that helps! 

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  • Natali Nacinovic
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    Thank you for the answer!

    I am a bit unclear on how to test the articles locally in the web widget view?

    And where would I do this "You can then make some edits to the content so it looks good in both places."? Because from what I can see the classes added to the elements are removed. Also some embeds/iframe are not "transported" to the widget but it just shows empty.

     

    Thanks & regards,

    Natali

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  • Elissa
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    Hello again Natali Nacinovic

    Great questions! To test the content in your Web Widget you can simply head to a webpage you have the Web Widget embedded on and search for that article and open it in the widget. For example, here I searched for the article "configuring answer bot for the web widget" and opened it in the widget:

    To "make some edits to the content" I simply meant go back into your guide article editor and add headers or basic formatting to make it look nice even if your CSS is not applied. Here is what I mean by the article editor and basic formatting options: 

    Let me know if you have further questions!

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  • Natali Nacinovic
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    Ok, got it.

    I was just wondering if there is a way to preview the articles in the web widget mode, similar to how you would preview it if it was open in desktop (source: https://support.zendesk.com/hc/en-us/articles/115012793547-Previewing-theme-changes-locally-Guide-Professional-and-Enterprise-)

    And I am not sure if something can be done about embeds, iframes and scripts not being present in the article when viewing them in the web widget.

     

    Thank you very much for your help Elissa.

     

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  • Elissa
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    Hello Natali Nacinovic

    Unfortunately there is not currently a way to do a Web Widget specific preview although this, and the rest of this conversation, is a great candidate for product feedback! I would highly recommend you write a post in our product feedback section discussing articles, formatting, and the Web Widget and what challenges you are facing with this product limitation. Here is the feedback section in case that is helpful: Feedback on Guide.

    In terms of embeds, iframes and scripts, again I'm not sure anything can be done. The Web Widget does strip all CSS and other more complicated content. That being said, I will definitely leave this open in case any community members have found custom code work arounds or other solutions! I expect you might get responses on your product feedback post as well if anyone has custom solutions for that.

    I'm sorry for the current limitations and challenges that causes! I do hope you get a chance to post that feedback. I've already passed this issue on to others for visibility as well but getting it from the customer directly is very helpful!

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  • Azhar
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    Hi,

    Just wanted to know regarding Answer Bot in KB guide article whether it is expected behavior or not.

    When I go to any Knowledge base article, I find answer bot's Notes 'Was this article helpful?' with two buttons 'Yes' & 'No'. When I click 'No, only counter increases by 1 (i.e. 0 out of 1) and nothing else happens where we were expecting to open a ticket form for allowing user to submit a ticket. So, wanted to know what is the expected behavior.

     

    Screen-shot below :

     

     

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