New feature request, Answerbot/Guide: conditional article suggestions
Apologies if the title isn't entirely clear, hopefully our request/need is explained better below.
Our Guide is currently split by Category for two sets of customers, for ease I will just call the customers Set A and Set B and their respective Categories, Category A and Category B.
What we'd like to happen is the following...
Customer starts a support session via our Support Web Widget and as soon as the session starts the bot asks a question "Do you belong to Set A or Set B?" Once this is answered the Answerbot then only suggests articles from the Category within our Guide for that particular set ie. if they choose Set A only articles from Category A are suggested.
The reason this is needed is because some product features are available for customer Set A and not Set B and vice versa.
Is this possible to do now via workaround or is it a feature that would be valuable?
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This should be a very common requirement , suggested articles based on Product . Not sure why this is not available. Is there any work around available for now ?
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Hi Kieran,
Are your articles / sections / categories already segmented in that way where your Customer A can only browse through categories / sections / articles for Customer A and similarly for Customer B? If yes, AnswerBot will follow the same logic and propose only the "visible to" Customer A articles for Customer A and vice versa.
If not, then perhaps that's the first step? Are you able to identify your customers and target the relevant Help Center content towards a specific group, using user tag or organization for example?
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