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Automated article suggestion in Flow Builder

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Admin Revops

Publicado 14 de out. de 2022

Hello ! We're wondering if anyone had this issue, and how they've solved it.

We're planning to switch from the classic answer bot to the messaging answer bot, but something has caught our eyes in the flow builder : 
In the classic answer bot, you can get automated articles suggestions from the keyword typed by the requester. But, it seems that this functionality is not available in the flow builder : you can only recommend 6 articles manually. 

Did anyone managed to add automated articles suggestion to their messaging bots ? Maybe through an API call ? I know that the default reaction of the flow builder when the question is not recognized is to search for a matching article from the requester keyword, but is there any way to actually add this to our flow ?

Thanks in advance ! 


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    Arno (EMEA Partner)

    Has anyone found a solution to this? We are have issues BOT finding results by “higher logic”, non-relevant flows if it matches even single word, blocking relevant articles related to customer question. Are we doing something wrong, is there a way around this?

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