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Feature Request - Messaging Bot fallback should use Answer Bot article recommendations



Posted Feb 23, 2023

Feature Request Summary: 

Feature Request - Messaging Bot fallback should use Answer Bot article recommendations rather than the entire Help Center. 

Description/Use Cases: 

We have spend a lot of time configuring and refining Answer Bot article recommendations. Then, we switched from Chat to Messaging and assumed that the article recommendations that are used as a fallback (when there is no flow-builder answer) would use Answer Bot (i.e. be limited to only show article suggestions we put the Answer Bot label on), but unfortunately, it shows answers from our entire Help Center. 

Business impact of limitation or missing feature:

Because the customer is shown 3 article recommendations from our entire Help Center, rather than the carefully chosen articles we want suggested (that have the Answer Bot label), most of the time the articles are irrelevant. This leads to a lot of customer frustration. 

Other necessary information or resources:

Channels > Bots > Select Bot > Standard Responses > Fallback (recommend Help Center Articles as a fallback)

 

 


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