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Answer Bot suggestions on subject line
Answered
Posted Jun 24, 2021
I'm aware that Answer bot suggests articles based on the first 75 words of the article (or it weighs it more heavily as compared to the rest of the article).
I know there's triggers as well that one can set up, but I wanted to find out if I can do triggers based on words that come from the subject line when customers submit helpdesk tickets.
I guess what I'm thinking of is 'feeding' answer bot, but I know that can't be done, just want to see if there are any other suggestions available.
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Cheeny Aban
Hi Oscar,
Unfortunately, there is no native way to customize the answer bot suggested articles using the words of the subject line. However, you can filter the suggested articles on your trigger. In the section Configure article labels and test Answer Bot, click Configure and test to filter the list of offered Help Center articles based on labels. Click Show suggested answers for a list of articles the user may receive if these labels are applied when submitting a similar ticket. If you approve, click Apply labels; if you don't, edit the entries and try again, or click Cancel. More information can be found in creating new triggers for Answer Bot
Another option is to build Answer bot customer interaction flows using Flow Builder. Flow Builder is activated automatically, on every active brand, if Zendesk messaging is enabled. More information can be found in About Answer Bot for Zendesk messaging.
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