Answer Bot is great at suggesting relevant articles over many channels and email is one of the most popular. However, most users tend to ignore the automatic email notification that says “Request received, here’s your ticket number.” If you don’t have an engaging subject line, your open rate will be low, and so will your Answer Bot resolution rate.
To avoid this, we recommend thinking like an email marketer and coming up with some catchy one- liners, and then using conditional text to automatically change your subject line when Answer Bot makes a recommendation. This dynamic text should be inserted into both the subject line, and the comment body.
This article includes the following topics:
Including the conditional text in your email trigger
Here is an example of what your trigger might look like with the conditional text included. You can copy the code blocks below to recreate them in your trigger.
Email subject: Copy this entire section into a single line in your trigger’s subject.
{% if answer_bot.article_count >= 1 %}
We might have an answer to your question!
{% elsif answer_bot.article_count == 0 %}
Request received #{{ticket.id}}: {{ticket.title}} {% endif %}Email body:
Hi {{ticket.requester.first_name}},
{% if answer_bot.article_count == 1 %}
I'm an AI-powered bot, and my goal is to help you solve your request ASAP! I found an article that might help answer your question:
{{answer_bot.first_article_body}}
If this article doesn't help, don't worry, someone from our CX team will get back to you shortly. Your ticket number is #{{ticket.id}}.
{% elsif answer_bot.article_count > 1 %}
I'm an AI-powered bot, and my goal is to help you solve your request ASAP! I found some articles that might help answer your question:
{{answer_bot.article_list}}
If these articles don't help, don't worry, someone from our CX team will get back to you shortly. Your ticket number is #{{ticket.id}}.
{% elsif answer_bot.article_count == 0 %}
Thanks for contacting {{ticket.brand.name}}. Your request #{{ticket.id}} has been received and is being reviewed by the Customer Experience Team. You can expect a response within 1 business day. If you would like to provide additional information, please reply to this email.
{% endif %}
Cheers,
The Customer Experience Team Understanding the end user experience
After you've added the conditional text to your trigger, your end users will receive emails tailored to the Answer Bot results they receive. For the examples in the previous section, here’s what the email looks like to end users…
...When there is exactly one article recommendation:
...When there are multiple suggestions from Answer Bot:
...When there are no Answer Bot suggestions:
