Using Article Recommendations in email notifications

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21 Comments

  • Maarten Wildeman

    Is there any way i can change the text of the email messages? The translation is not what i want (too formal in Dutch) and i want to make some adjustments.

     

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  • Michael Froeming
    Zendesk Customer Care

    Hi Maarten,

    Yes, you can change the text of the Answer Bot's email notifications. You can create your own trigger to personalize the message. Here's a related article on Creating and managing triggers for Answer Bot.

    Best,

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  • Greytip Online Help Desk

    Does total no. of answer bot emails sent, count against your total allowed API call limit based on no. of resolutions limit in your plan?

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  • Gab Guinto
    Zendesk Customer Care

    Hi Vijayendra,

    Answer bot notification emails per se are not counted against the no. of resolutions purchased with the plan. Only if the end user takes action (example, marks the ticket as solved after viewing the article) will it be counted against and be deducted from the available resolutions per month. You can read more on this here: How are resolutions determined?

    Thanks!

    1
  • Firstbeat Technologies Oy

    Can I make the Answer bot to search and suggest articles in several brands when we have only one support email set up? For example, we have three brands, thus three Help Centers, but we have only one email address for support that helps with all the brands. Also can I set up the Answer bot to the Sandbox when I have it purchased to my main account?

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  • Ahn Letran
    Zendesk Customer Care

    Hi, Nelli!

    You may want to create or modify existing triggers you have to provide Answer Bot suggested articles by brand. The steps are found here. Also, yes, you can apply Answer Bot on your testing environment.

    Cheers!

    Ahn L. | Customer Support Advocate

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  • Michael Craddock

    The links that answer bot provides have an auth token in the url which allows users to access the articles without signing in.  This link can also be shared and allows anyone to log in, as that original requester with no sign in.  Can you still require sign in for answer bot suggestions and not include the embedded auth token?

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  • Dave Dyson
    Zendesk Community Manager

    There's a note in yellow above that states: "End users may be able to view restricted help center articles using the Answer Bot suggestion links without signing in. However, any further restricted action, such as accessing other restricted articles or viewing a profile, will require user authentication as determined by your security setup." So all the other users would be able to do is view those specific articles recommended by Answer Bot. Aside from that, there's not a way to for Answer Bot's answer to omit the authorization token.

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  • Michael Craddock

    Thanks, that's exactly what I needed, and also shows I need to pay more attention to the notes...

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  • Dave Dyson
    Zendesk Community Manager

    No worries – glad I could help!

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  • Fiona Witham

    @... regarding that note - I'm not sure I fully understand it. Our setup means that we have some articles which are public and require no sign in to view, but then we also house internal-only articles which are marked as visible ONLY to agents and admins. Does this mean that Answer Bot may suggest and then show articles that are actually only for internal eyes?

    Thanks

    Fiona

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  • Dane
    Zendesk Engineering
    Hi Fiona,
     
    Even though they may show internal articles, the bot suggestion is limited to what segment the user belongs to. Let's say for example you have enabled "Signed-in user" in your help center, even without signing in the end-user can still access the link the bot provided. But it's limited to articles that belong to their segment. They can't see any other articles that belongs to another user segment like "Agents and Admins".
     
    Hope this helps!
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  • Fernando Duarte

    I am hoping someone has an insight on how to change the behavior of the answer bot as the experience is frustrating for some customers, 
    In their own words:

    it appears to be sent me a help article and when I open it, a pop-up asking me if it answers my question, which I don’t know yet because I didn’t read it. If I click yes it says it will close my ticket, which I don’t want. If I click no, then it asks me why and I don’t know yet, again, because I haven’t read it yet. It blocks the article so it’s difficult to read, and if I click the X then it just goes back to the first question.

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  • Jeff C
    Zendesk Customer Care

    Hi Fernando,

    Unfortuantely there is not a way to change this behaviour with ease as its designed in the system to be that way. I you feel this isn't working well enough, we would appreciate it if you can open a feature request on this page for product improvement.

     

     

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  • LVB

    Is there any documentation on how much of the inbound email is processed by Answer Bot to define the list of recommended articles?

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  • Dane
    Zendesk Engineering
    @Lucus,
     
    You can use Explore recipe: Analyzing Answer Bot activity. More Answer bot related reports are available in our Explore Recipe for Zendesk Guide.
    1
  • Paige Savin

    Hi All

    Do I have to enable labels on articles for AnswerBot to work in the email and webform channels? In the AnswerBot testing and configuration modal it says 'optional.'

    The weird thing is that AnswerBot successfully suggests articles when we search via the Widget (Classic) but not Email or Web forms.

    The search criteria we are using is 'Store Locations' which is exactly the same for each channel (email - Set as the email subject and in the email body; Web Form - set as the form subject and in the body; Web Widget - search string we enter into the widget) - only in the web widget does AnswerBot successfully suggest the article. 

    'Store Locations' is the subject and in the first paragraph of the article.

    I've confirmed that the AnswerBot enabled trigger runs on each request (email and web form) but it doesn't suggest the 'Store Locations' article.

    Although I think it's a different technology, the Knowledge Capture App also successfully suggests the correct article.

    And we have 498 resolutions left for this month.

    I have a feeling I'm missing something but just not sure what.

    Thanks

    Chad

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  • Beth

    Is there a way to turn off Answerbot suggestions in emails and only leave it on for webforms?

    OR

    Is there a way to turn off the user's ability to solve a ticket? I see this option in Knowledge Capture but not in Answerbot.

    Scenario: we have a small percentage of users who are accidentally solving and closing tickets after reading suggested articles in the automated emails. They then are understandably upset because our support team hasn't replied to them (because they closed the ticket).

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  • Dave Dyson
    Zendesk Community Manager
    Hi Beth,
     
    When you set up Answer Bot, you'll need to set up Triggers that tell Answer Bot when to offer article suggestions -- so you can use the Channel Is trigger condition to limit which channels Answer Bot should offer suggestions for (you'd want to create one trigger that acknowledges the incoming ticket and offers articles, and another that just acknowledges the ticket without offering suggestions). See Creating and managing triggers for Answer Bot (and Creating and managing triggers if you haven't worked with triggers before).
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  • David Drysdale

    Hey team, a few questions:

    1) Is it possible to change the text for:
    'Do any of these articles answer your question?'
    'Does this articles answer your question?'
    'Yes, close my request'

    2) Where does the feedback go if a customer replies 'No' ?

    3) Is it possible to turn off closing the ticket if the customer replies 'Yes' ? We'd like to keep tickets open as a safety net while we build confidence with Answer Bot.

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  • Anne Ronalter
    Zendesk Customer Care
    Hello David,

    I can see, that you have a few questions about the Article Recommendations which I will answer here now.

    1. It is not possible to change the sentences, this is due to the fact, that they are part of placeholders. 
    More details about this topic can be found here:
    https://support.zendesk.com/hc/en-us/articles/4408825385242 

    2. Article recommendations can be found in Explore. Our article "Analyzing article recommendations from Answer Bot" will provide you with more details:
    https://support.zendesk.com/hc/en-us/articles/4409155069466-Analyzing-article-recommendations-from-Answer-Bot 

    3. Natively this is not possible, but you might be able to customize something like that with Triggers to find here:
    https://support.zendesk.com/hc/en-us/articles/4408894189082-Best-practices-Setting-up-Answer-Bot-triggers-views-and-workflows#h0sj62mlybt1v22j6318w7tje224ap8

     

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