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Android - Live Chat: Enable Help Article Suggestions



Posted Nov 22, 2022

We can't enable help article suggestions in Zendesk live chat.

Is this feature support available for Zendesk Live chat?


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3 comments

image avatar

Eric Nelson

Zendesk Developer Advocacy

Hi Manisha,

To use answer bot's article suggestion feature you'd need to implement this via the unified sdk.

Hope this helps!

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Hello Eric,

I have used the below code to enable help article suggestions for live chat.

MessagingActivity.builder()
.withBotAvatarDrawable(R.drawable.ic_klipsch_connect_logo)
.withToolbarTitle("Live Chat")
.withBotLabelString("Klipsch")
.withMultilineResponseOptionsEnabled(true)
.withEngines(AnswerBotEngine.engine(),ChatEngine.engine())
.show(this, chatConfiguration)


I have implemented it as per Unified SDK.

Can we get a Help Article suggestions when the answer bot agent is online?

Is there any dependency on the Help article agent online or offline?

In my case always agent is offline,

withMultilineResponseOptionsEnabled = true using Help article suggestion feature enable?

Thanks.

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image avatar

Eric Nelson

Zendesk Developer Advocacy

Hey Manisha,

I'm not sure I follow you on what you mean in regards to the answerbot agent being online or offline. As it is a bot, it will always be online. If you're referring to just when a human agent is online or offline -  if configured correctly the answer bot will provide article suggestions before the user has the option to move into a chat. We have a great diagram that walks you through the flow of this.
 
Hope this helps!

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