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Email answerbot doesn't ignore signatures

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Gwyn Mabo

Data ultimo post: 22 apr 2022

Hi community, I'm having some difficulty configuring answerbot to suggest relevant articles. We use the email answerbot, which suggests articles to a user once they've emailed our team. However, the answerbot is considering all words including the signature. This means the suggestions are all based on the text in the signature, not their question. Has anyone found a way around this?

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    Dane

    Zendesk Engineering

    Hi Gwyn,
     
    Unfortunately, we don't have direct control to restrict recommendation based on the requester's signature as it's still considered as part of the email's body. I have tested it on multiple emails and the behavior is if the signature does not have a delimiter between the actual body all the information will be included for the recommendation.
     
    I understand that this functionality is quite useful for your use case. Hence, I have also marked this as a feedback for our Product Managers to be aware of the request. Other users can also share their use cases to further drive demand for this improvement.

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