Enabling Article Recommendations in Web Widget (Classic)

Aimee Spanier

EditedApril 11, 2023 20:51

Zendesk Documentation Team

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You can add Answer Bot's Article Recommendations wherever you've implemented Web Widget (Classic). For Zendesk Chat customers, this also allows for a fluid and consistent self-service experience prior to a chat escalation, freeing up your Chat and Support agents to focus on the customer service issues that require human touch.

Note:Answer Bot functionality is different for web messaging users. SeeEnabling a messaging bot for web and mobile channels.

This article discusses the following topics:

Understanding the end user experience

When Article Recommendations are enabled for the Web Widget (Classic), your end user's experience with the widget changes. This section describes the workflow an end user may experience with Article Recommendations for the Web Widget (Classic).

When an end user clicks on the Web Widget (Classic) launcher, instead of the standard text entry search box, they'll see a chat window, and a greeting from the bot:

The bot uses the current brand's name in its initial greeting.

After the initial greeting, the workflow depends on the action taken by the end user.

If the end user enters a question (within 10 seconds)

The end user enters their question in the text box. They can use conversational language, as if they were chatting with a live agent, or use keywords.
The bot responds with Article Recommendations, a list of up to three articles that may be helpful, based on your article settings:
From here, the end user's path can go in a few directions:
- If the end userclicks on any of the suggested article links, that help center article opens in the chat window. After three seconds, a feedback notification appears at the bottom of the window:
  - Yescloses the feedback notification, and the article remains on the screen.This action creates a Support ticket that is automatically solved..
    The end user can return to the Answer Bot conversation by clicking theBack arrowat the top of the chat window.
  - No, I need help, opens a second feedback notification, asking for further information.
    After selecting an answer, the end user is returned to the conversation, where the bot presents a list of contact channels and the option to enter another question.
    The contact channels offered depend onhow your Web Widget (Classic) components are configured. The end user can click on one of the channel options to open that channel in the widget.
- If the end userdoes not click on any of the suggested article linkswithin five seconds, they are returned to the conversation, where the bot presents a list of contact channels and the option to enter another question.
  The contact channels offered depend onhow your Web Widget (Classic) components are configured. The end user can click on one of the channel options to open that channel in the widget.

If the end user remains idle

在最初的问候之后,如果最终用户not interact with the conversation within 10 seconds, the bot suggests a list of contact channels. The contact channels offered depend onhow your Web Widget (Classic) components are configured.
The end user can click on one of the channel options to open that channel in the widget, or can enter a question, which launches the workflowdescribed above.