ARTICLE SUMMARY
This article explains the purpose of our Answer bots, how they work, and how to edit them. Additionally, at the end of this article you can find article from ZenDesk that explain more about the Email Answer Bot.
TABLE OF CONTENTS
Purpose
The purpose of the Email Answer Bot is very similar to the Web Widget; its main function is to recommend articles to users. Additionally, if the user find what they are looking for in the recommended articles, they can close their ticket via the email or with the pop-up notification when they click the article. However, the email from the Answer Bot sends out after a ticket is created. I will explain in more detail in the next section.
Similar to the Web Widget, the Email Answer Bot is still in its testing phase. You can find the Email Answer Bot in the 'Admin Centre' under 'Channels.' Again, I will explain this is detail later on.
How it Works
The Email Answer Bot is a bit more complicated on our end than the users end, but not by much. For the users, it is really simple; after they send in a ticket with the help desk, they get an email confirming their ticket number and up to three articles. From there they can click on the articles and if they answer their question, they can close their ticket.
There are three places that influence the Answer Bots article recommendations: the article title, the first 75 words of an articles body text, and the label. Make sure you have a clear and concise title, an article summary at the top, and useful labels. All of this will help our Answer Bot recommend the best articles to our users.
On our end, the Answer Bot can be found in the 'Admin Centre' under 'Channels.' Here, select which Answer Bot you would like to take a look at; the one that we are focusing on getting running is the UCC Answer Bot. Here, you can take a look at the requirements for the bot to run, the text that is in the email, and what labels the bot can pull articles from.
The conditions are pretty self-explanatory: those conditions NEED to be correct for the bot to run. There is also the option to have OR conditions. In this section, I have it set to a list of testers that will get the email if they put in a ticket. This is only temporary while we are still in the testing phase. When the bot is ready to roll out, we will change this so the email will get sent out when anyone sends in a ticket.
Next is the actions section. This is where the email gets sent. In the large text box, you can see the text that the users will get (minus the code). Below this, you can see the labels the bot can pull from. To change the labels or to test, click the 'Configure and Test' button.
How to Edit
The Email Answer Bot is really simple to edit as well. All you have to do is open the 'Admin Centre' under 'Channels' and select 'Article Recommendations' under 'Bots and Automations.' The opening page shows you how many times your bots have been used for a certain period to time. If you direct to the 'Email' tab, you will see all of the Answer Bots you can edit.
If you select the Answer Bot you wish to edit, it will open the page we were previously on. From here, you can change the conditions, actions, email text, and labels. Feel free to familiarize yourself with all of these features.
Once you have made the changes you need, click 'Save' at the bottom of the page.
ADDITIONAL RESOURCES
Here, I have linked helpful articles from ZenDesk that explain the Answer Bot and Web Widget in more detail. Feel free to have a look and submit a ticket with either ZenDesk or our Help Desk if you have any questions.
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