When a user submits a support request through a web form on your help center, Answer Bot's Article Recommendations feature can immediately suggest up to three links to potentially relevant knowledge base articles.
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Understanding the end user experience
With Article Recommendations enabled on your web forms, when an end user makes a help request through your help center, they receive a list of suggested articles that may help them self-solve their issue. As soon as they submit their request, an automated pop-up window appears on screen:
In this window, the end user can:
- Preview the article.
- Click Open article to view the complete article in your help center in a new tab. See below for more information on this option’s behavior.
- Click No if the suggested article did not help solve the problem, or click Yes if they were able to self-solve with the suggested article.
- View any videos embedded in the article.
When the end user clicks the Open article link, the article opens in a new tab, along with a modal allowing them to perform a number of related actions:
While viewing the full article, a modal appears allowing them to perform a number of related actions, including:
- Clicking the request number to view to their help request in a new tab.
- Clicking Yes, close my request to close the help request. If the end user clicks this button, they should not expect to receive any more communication about the request.
- Clicking No to open an optional feedback window, asking for more information about why the article didn't help. If the end user clicks this button, the ticket will be handled as usual.
Enabling and configuring Article Recommedations for web forms
To enable Article Recommendations in web forms
- In Admin Center, click the Channels icon (
) in the sidebar, then select Bots and automations > Article recommendations. - Click the Web form tab.
- Toggle on Web form channel enabled.
This displays an expandable list of your brands and their related webforms.
- Use the toggles to determine which brands, and web forms, will use Answer Bot's Article Recommendations feature.
Testing Answer Bot results
You can use labels (as with email and triggers) to segment and refine the overall articles that Article Recommendations uses when searching for the correct articles, for each brand and form. Read about the best practice for using labels with Answer Bot.
To configure and test Answer Bot labels
- After enabling Article Recommendations for a web form, hover over the form name to display the Configure and test link.
- Click Configure and test to open the testing modal.
- Enter sample subject and description text to view the possible Article Recommendations for those terms.
10 Comments
Hi Laura,
Apologies for the delayed response here. Are you still having an issue or have you found a resolution?
Hello Nicole, we are still getting this issue.
Hi Laura -
It looks like you don't currently have an active Answer Bot subscription, which is what you'll need to get the pop-up with suggested articles after ticket form submission.
Since it appears you're on our Guide Legacy plan, you should be able to sign up for an Answer Bot trial using the instruction here: Step 1: Start your Answer Bot trial
If you run into any problems, your best bet will be to contact our support team from within your account (Option 1 here): Contacting Zendesk Customer Support
Can you confirm if your Help Center is activated? If not yet, it could be the reason why you are receiving the said error. If the Help Center is already activated and you still encounter an error, you may generate a HAR file and initiate a conversation with us so we can dig deeper.
I hope that helps
Hello Cheeny,
Thanks for your reply, but I deleted this question.
Thanks again, m
Why is it not possible to have Answer Bot give suggestions on BOTH the Web Form and the Email?
We want to make sure that users have access to suggested articles also later, not just when they submit the form. However, we find that users are more likely to click on an article if it is presented when submitting the ticket and that the suggestions via email are often ignored.
Thanks,
Tim
The expected behavior is not showing up in my sandbox, with multiple forms and Web Form Channel Enabled, - there is no pop up window after submission, all I see are the long lists of articles as soon as typing anything in the Subject and Description fields of the form -
Ideally, I would want to suppress the long lists of suggested articles when filling out the form and just use the AI pop up window after submission - less bunden on the end user - if I can get it to work - less distracting than the suggested article lists when filling out the tickets
For such scenarios of a feature not working as expected I believe the best alternative is to troubleshoot further this behavior in a ticket. I can see internally that you already have a ticket opened for the issue you have shared over here and that is under investigation at the moment.
Hello! How can I run a report to see where ticket deflection is occurring from help center visitors clicking on a recommended article and not proceeding with opening a ticket? Thanks in advance!
You can achieve this report by using our recipe: Explore recipe: Answer Bot counts of unassisted solved tickets - However I suggest that you add "Answer Channel" in Rows and filter it for Web Form so you get the data for the tickets created via the Help Center form that was marked Solved after an article recommendation. It will look like this:
Also, I suggest that you take a look at Metrics and attributes for Zendesk Answer Bot in order to understand the definition of each metric and attribute you are going to use in the report. Hope this helps!
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