Autoreplies are used to respond to support tickets by sending an automated email notification in response to customer support requests. This encourages self-service in your customer base, and raises awareness of your knowledge base offerings. It analyzes titles, text, and labels to select the best articles in your help center.
There are two levels of autoreplies you can use in email notifications:
- A standard autoreply, also called autoreplies with articles, is an automated response to a customer’s request sent through an email or web form. This action includes suggested help center articles in the email response to help the customer resolve their issue. You can create email autoreplies using triggers, which determine when the reply is sent and what information is included in the email response.
- An advanced autoreply attempts to directly answer the customer’s request in an email response. The autoreply is typically triggered based on AI predictions about intent, language, and sentiment. These autoreplies are available as part of the Advanced AI add-on.
Both types of autoreplies use triggers to define their behavior.
This article contains the following topics:
Understanding the end user experience
When you configure autoreplies, the end user receives an automated email response to their support request. Standard autoreplies with articles and advanced autoreplies offer different end user experiences.
Standard autoreplies with articles
For standard autoreplies with articles, the email includes a list of suggested articles and other information provided by the placeholders used in the
autoreply with articles trigger.
From here, the end user can perform a number of actions, including:
- Clicking any of the suggested article links. This opens the help center article in a new tab. From there, the user can read the article, click to see to their help request, and indicate whether it helped them answer their question:
- Clicking the request number opens the request in a new tab.
- Clicking Yes, close my request opens the article in the help center, and closes the help request.
- Clicking No opens an optional feedback window, asking for more information about why the article didn't help.
- Reading the top suggested article. The entire article is included in the email.
- Clicking the Yes, close my request button, for any of the suggested articles. This opens the article in the help center, and closes the help request.
- Clicking No beneath the top suggested article opens an optional feedback window, asking for more information about why the article didn't help.
Advanced autoreplies use triggers to send automated responses to customer support requests. These responses are sent via email, and look like basic email notifications.
Customers can respond to the notification as they would any email. The text included in the notification is created using the Intent, Language, or Sentiment conditions for intelligent triage. For more information about these trigger conditions, see Creating triggers for automatically triaged tickets.
Activating and configuring autoreplies for email notifications
Both standard and advanced autoreplies have prerequisites that must be met before you can create triggers for them.
- Standard autoreplies require a create a Guide help center, with articles your customers may find useful. See Getting started with Guide for your help center for more information.
- Advanced autoreplies require the Advanced AI add-on. See About Zendesk Advanced AI for more information.
After this is done, you can access the autoreplies page in Admin Center to get started.
To start creating autoreplies in Admin Center
In Admin Center, click Channels in the sidebar, then select Bots and automations > Bots.
If you are a legacy Support Suite and standalone Zendesk Support + Guide customers should click Channels in the sidebar, then select Bots and automations > Article recommendations and skip to step 3.
- Click Manage autoreplies.
- Start creating your triggers. See Configuring email autoreplies to deflect requests for more information.
Testing email notification results
You can test how your autoreply results would work on your existing support tickets, as soon as you create an autoreply trigger.
To test autoreply results
- Create a new autoreply-related trigger, or open an existing trigger already configured for autoreplies.
- At the bottom of the Actions section on the trigger's edit page, click the Configure and test button.
- In the testing modal, titled Configure article labels and test Answer Bot, fill out the following information:
- List of article labels to be included by Answer Bot for this trigger: Enter labels you want to use to filter the articles. As you type into the tag field, autocomplete displays available labels beginning with the same word or characters. Any articles with any of these labels will be used as potential Answer Bot articles.
- Ticket brand: Use the drop-down to select a brand to run the test on. The brand selected here is purely for testing purposes, and will not be added to the trigger you are creating.
- Ticket subject: This field is used to test the articles returned when a ticket is filed with this subject.
- Ticket description: Enter a short description of seven or more words, written from the ticket submitter's perspective.
- Click Show suggested answers, at the bottom of the modal, to display a list of articles your user might receive in an email notification, for a ticket with the labels and ticket information applied.
- If the results are acceptable, click Apply labels, which saves trigger. If the results are not acceptable, edit the entries and try again, or click Cancel.
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.
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.
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?
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?
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?
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.
Ahn L. | Customer Support Advocate
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?
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.
Thanks, that's exactly what I needed, and also shows I need to pay more attention to the notes...
No worries – glad I could help!
@... 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?
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!
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.
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.
Is there any documentation on how much of the inbound email is processed by Answer Bot to define the list of recommended articles?
You can use Explore recipe: Analyzing Answer Bot activity. More Answer bot related reports are available in our Explore Recipe for Zendesk Guide.
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.
Is there a way to turn off Answerbot suggestions in emails and only leave it on for webforms?
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).
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).
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.
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:
2. Article recommendations can be found in Explore. Our article "Analyzing article recommendations from Answer Bot" will provide you with more details:
3. Natively this is not possible, but you might be able to customize something like that with Triggers to find here:
This is such a great feature!
Please sign in to leave a comment.