Creating and managing triggers for Answer Bot

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9 Comments

  • Is there a way to remove or edit the "Do any of these articles answer your question?" header within the email?

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  • Juraj Jarmek

    Hello @...,

    That is part of a pre-determined placeholder, answer_bot.article_list, and unfortunately cannot be edited or replaced, since it is required by the automation.

    Hope that answers the question!

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  • Luis

    Hi everyone!

     

    I've been configuring answer bot during these past weeks, and I'd like to know if there is any possibility to change the behavior of the button "yes, close my request" at the end of the article displayed in the email.

     

    I'm talking about this one.

     

    The change that we are thinking is about making that the button actually solves the ticket and doesn't redirect the user to the article on the help center. Is there a possibility to configure it like that on our end?

     

    Thanks in advance.

     

    Regards,

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  • Grzegorz

    Hi Luis,

    Thanks for reaching out to our Community!

    I hate to be the bearer of bad news, but at the moment, it's not possible to customise the way the Answer Bot's suggestions are displayed in email notifications. The reason for this is that the message is returned by the Answer Bot through placeholders that are added to your triggers. These placeholders are {{answer_bot.article_list}} and {{answer_bot.first_article_body}}.

    The button from your screenshot is added by the second placeholder {{answer_bot.first_article_body}} and is visible on the first article. Unfortunately, there is currently no way to access these placeholders and change the content they return.

    Let us know if you have further questions!

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  • James Beniston

    This looks so exciting, cannot wait to get it setup!

    Two questions:

    • Can the answer bot placeholders be used inside of dynamic content?
    • Can this be used across several different languages?
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  • Jason Schaeffer

    Hi James,

    Thanks for reaching out! Yes you can use Zendesk placeholders in your dynamic content. For example, you can add placeholders for ticket and user properties. See Zendesk data object (placeholders) referenceZendesk data object (placeholders) reference. You can also add other dynamic content placeholders.

    https://support.zendesk.com/hc/en-us/articles/203663356-Providing-multiple-language-support-with-dynamic-content

    Dynamic content is also how you would setup support for multiple languages, so this should work for both of your inquiries.

    Thank you!

    Jason Schaeffer | Customer Advocate |

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  • James Beniston

    Thanks for coming back on this Jason, much appreciated!

    Should this answer bot code work from within Dynamic Content:

    {% if answer_bot.article_count > 0 %}

    {{answer_bot.article_list}}
    {{answer_bot.first_article_body}}
    {% endif %}

    I tried it but with no success.

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  • James Molina

    I am having the same issue.  Answerbot is not working when I place the code within Dynamic Content

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  • Sonny Rebenito
    Zendesk Customer Care

    Hi James,

    It appears that the Answer Bot placeholders don't work with dynamic content, see more details here: https://support.zendesk.com/hc/en-us/articles/115004477627

    Thank you!

    Yours truly,

    Sonny Rebenito | Tier 1 Associate Customer Advocate | support@zendesk.com

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