Automated article suggestion in Flow Builder
RespondidaHello ! 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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Hi Equipe Business Technology,
I was just as confused at the start. It turns out, every free text response will search your help center for relevant content AFTER the bot tries to match it with higher priority logic.
Here is how the text response is processed as far as I understand:
- If it is sent during an "options" step, the bot matches it with the options
- If no match is found, the bot matches it with your answer flows
- If no match is found, your public help center is searched
- If no match is found, the fallback flow is triggered "I didn't get that, can you rephrase your question? or you can START OVER"
I found the results weren't always pretty and I got the wrong matches more often than not, but at least this is how it is documented here.
Por favor, entrar para comentar.
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