Improving your Answer Bot click-through rate

Answer Bot for Email is already at a disadvantage as it requires users to first open the email and read the body, before they are likely to click through to any articles. 

In many cases there is a very real case of muscle memory with auto-reply acknowledgement type emails. People have come to expect that an email that is immediately delivered that simply states "Request received ... " in the subject line, probably won't have anything of significant value in it. So we need change this perception by adjusting how the email is received, right at the subject line. The steps below can help increase your Article Recommendations click-through rate, which is the percentage of answers clicked by end users from the total answers offered by Answer Bot.

Step 1: Make the subject line more appealing and accurate. The email isn't just an acknowledgement email, it's got valuable content within it that may answer their question - be clear about this in the subject line directly.

Step 2: Don't hide the Answer Bot content. It's important you craft the body of your message with purpose. Use the conditional logic described in this article to craft a great message to your users and make sure the Answer Bot {{answer_bot.article_list}} and {{answer_bot.first_article_body}} placeholders are positioned at the best spot in the body. 

Note: When you convert a trigger, this Answer Bot block with all the placeholders is appended to the body - you need to move it from this position and weave it in the body appropriately. This is especially important if you use the {{ticket.formatted_comments}} block which exists in most auto-reply triggers by default, as this will push down the Answer Bot content and lead the user not seeing it.