Improving your Answer Bot activation rate

To ensure you're getting the most out of Answer Bot, it needs to be activated correctly on all relevant triggers and web forms that you receive requests through.

This article contains the following sections:

• Improving your activation rate for emails
• Improving your activation rate for web forms

Improving your activation rate for emails

Answer Bot for email works by replacing the standard auto-reply acknowledgement notifications that are usually set up. When activated, Answer Bot will create a sample trigger that demonstrates how your triggers need to be configured - it won't automatically convert or edit any of your existing triggers.

In the Recommended triggers section of the Answer Bot email admin page, your standard auto-reply triggers are listed, allowing you to easily find the trigger(s) you need to update and convert into Answer Bot triggers.

It's worth remembering that these recommended triggers may not be comprehensive in all cases. For example: your auto-reply triggers may actually be set up to run on update (not on create).

Our recommended best practice for Answer Bot for Email is to create as few triggers as possible and let Answer Bot do the hard work. If you can be confident in how you are segmenting your incoming questions, then you can consider using labels as a means of focusing / filtering the articles to only the articles that would be relevant for that segment (read more about best practices with using labels with Answer Bot)

Improving your activation rate for web forms

Answer Bot for web form is activated for each form, and for each brand that has an active help center. You first need to activate the global setting for Answer Bot web forms; then you need to ensure that you have toggled on all forms, for all brands that you want to enable this experience on.

To get the most out of Answer Bot for web forms, it may be worthwhile reviewing (or creating) multiple forms and activating or disabling Answer Bot as appropriate for each form. For example, when using multiple forms, customers would choose from initial selection of problem types.

You can find out more about creating and presenting multiple forms to users and read about our best practices for Answer Bot Web Form.