Question
What is considered an Answer Bot resolution? How are resolutions counted?
Answer
End users can interact with Answer Bot through many of your channels to resolve an issue. The following actions taken by an end user are considered an Answer Bot resolution:
- Via the email channel: the end user clicks Yes, close my request.
- Via the web widget: the end user clicks Yes.
- Via the webform: the end user clicks Yes, close my request.
- Via Answer Bot API: an Answer Bot resolution is consumed for every 100 API requests.
For more information, see the articles: Analyzing your Answer Bot activity and Metrics and attributes for Zendesk Guide.
2 Comments
How can we encourage users to actually click the "Yes" button when the suggested article does help them solve their problem? I feel like some of our users navigate away as soon as they realize the article will help them solve their problem.
Hi Breanna -
This is a challenge for most support organizations. You might consider doing a bit of a marketing campaign to let users know why the behavior is important, or even offer some kind of reward or recognition for following through with it.
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