Enabling article recommendations in Web Widget (Classic)

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<p id="docs-hc-snippet" style="display: none;">You can add 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 a human touch.</p>
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<div class="note attention">
<span class="attentiontitle"></span> This article is for accounts using Web Widget (Classic). If you are using
web messaging, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">Creating an AI agent to automatically resolve customer issues</a>. </div>
<p class="p">You can add 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 a human touch. </p>
<p class="p">This article discusses the following topics:</p>
<div class="p">
<ul class="ul" id="topic_lzd_hjy_xhb__ul_ghd_2ty_xhb">
<li class="li"><a class="xref" href="#topic_zhd_rjy_xhb">Understanding the end user
experience</a></li>
<li class="li"><a class="xref" href="#topic_w25_qjy_xhb">Enabling article recommendations
in Web Widget (Classic)</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_lzd_hjy_xhb__ul_jmm_dzr_13b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831077018" target="_blank">Using APIs to configure autoreplies in Web
Widget (Classic)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833907354" target="_blank">Web Widget (Classic) resources</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zhd_rjy_xhb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the end user experience</h2>
<div class="body">
<div class="p"><div class="div">
<p class="p">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.</p>
<p class="p">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: </p>
<p class="p"><img class="image img-screenshot" id="topic_zhd_rjy_xhb__image_hxk_ykt_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ab_widget_greeting.png" width="300"></p>
The bot uses the
current brand's name in its initial greeting. <p class="p">After the initial greeting, the workflow
depends on the action taken by the end user.</p>
<p class="p"><strong class="ph b">If the end user enters a question
(within 10 seconds)</strong></p>
<ol class="ol" id="topic_zhd_rjy_xhb__ol_ixk_ykt_yhb">
<li class="li">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.</li>
<li class="li">The bot responds with article recommendations, a list of up to three articles that
may be helpful, based on your article settings: <p class="p"><img class="image img-screenshot" id="topic_zhd_rjy_xhb__image_jxk_ykt_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ab_article_list.png" width="200"></p>
</li>
<li class="li">From here, the end user's path can go in a few directions: <ul class="ul" id="topic_zhd_rjy_xhb__ul_kxk_ykt_yhb">
<li class="li">If the end user <strong class="ph b">clicks on any of the suggested article links</strong>, that help
center article opens in the chat window. After three seconds, a feedback
notification appears at the bottom of the window: <p class="p"><img class="image img-screenshot" id="topic_zhd_rjy_xhb__image_lxk_ykt_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ab_suggested_article.png" width="200"></p>
<ul class="ul" id="topic_zhd_rjy_xhb__ul_mxk_ykt_yhb">
<li class="li">
<strong class="ph b">Yes</strong> closes the feedback notification, and the article remains on the
screen.<p class="p">The end user can return to the conversation by clicking the
<strong class="ph b">Back arrow</strong> at the top of the chat window.</p>
</li>
<li class="li">
<strong class="ph b">No, I need help</strong>, opens a second feedback notification, asking for
further information. <p class="p"><img class="image img-screenshot" id="topic_zhd_rjy_xhb__image_nxk_ykt_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ab_y_no_ok.png" width="200"></p>
<p class="p">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. </p>
<p class="p"><img class="image img-screenshot" id="topic_zhd_rjy_xhb__image_oxk_ykt_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ab_not_help_contact_options.png" width="200"></p>
<div class="p">The contact channels offered depend on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838063258" target="_blank">how your Web Widget (Classic) components are
configured</a>. The end user can click on one of the channel options to
open that channel in the widget.<div class="note" id="topic_zhd_rjy_xhb__note_zm4_24b_2fc">
<span class="notetitle">Note:</span> If the end user
clicked on at least one article preview link or clicked “Yes, problem
solved,” an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_p4p_zqr_y1c" target="_blank">automated resolution is counted</a>.
When this happens, a ticket is created for tracking purposes with a
requester called <em class="ph i">End user</em>, no assignee, and a tag called
<em class="ph i">ai_agent_automated_resolution</em>. The <em class="ph i">End user</em> profile cannot
be edited or deleted.</div>
</div>
</li>
</ul>
</li>
<li class="li">If the end user <strong class="ph b">does not click on any of the suggested article links</strong>
within five seconds, they are returned to the conversation, where the bot presents
a list of contact channels and the option to enter another question. <p class="p"><img class="image img-screenshot" id="topic_zhd_rjy_xhb__image_pxk_ykt_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ab_no_click_contact_options.png" width="200"></p>
<p class="p">The
contact channels offered depend on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838063258" target="_blank">how your Web Widget (Classic) components are
configured</a>. The end user can click on one of the channel options to
open that channel in the widget.</p>
</li>
</ul>
</li>
</ol>
<strong class="ph b">If the end user remains idle</strong>
<ol class="ol" id="topic_zhd_rjy_xhb__ol_qxk_ykt_yhb">
<li class="li">After the initial greeting, if the end user does not interact with the conversation
within 10 seconds, the bot suggests a list of contact channels. The contact channels
offered depend on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838063258" target="_blank">how your Web Widget (Classic) components are configured</a>. <p class="p"><img class="image img-screenshot" id="topic_zhd_rjy_xhb__image_rxk_ykt_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ab_idle_contact_options.png" width="200"></p>
</li>
<li class="li">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 workflow <a class="xref" href="#topic_zhd_rjy_xhb__ol_ixk_ykt_yhb">described above</a>.</li>
</ol>
</div></div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_w25_qjy_xhb">
<h2 class="title topictitle2" id="ariaid-title3">Enabling article recommendations in Web Widget (Classic)</h2>
<div class="body">
<p class="p">Enabling article recommendations for the Web Widget (Classic) requires changing Web
Widget (Classic) admin settings.</p>
<p class="p"><strong class="ph b">To enable article recommendations for the Web Widget (Classic)</strong></p>
<ol class="ol" id="topic_w25_qjy_xhb__ol_xvy_vkt_yhb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_w25_qjy_xhb__image_ajx_m3c_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Classic &gt; Web Widget</strong>.</span></li>
<li class="li">Click the
<strong class="ph b">Basics</strong>
tab. If you have multiple brands, select the widget for
the brand you want to use with the conversation bot, then click
<strong class="ph b">Basics</strong>.</li>
<li class="li">Select the
<strong class="ph b">Help Center</strong> checkbox and then select the
<strong class="ph b">Article
Recommendations</strong>
checkbox. If you have Contextual Help enabled for the
widget, it will be disabled.</li>
<li class="li">At the bottom of the widget settings, click
<strong class="ph b">Save</strong>.</li>
<li class="li">Repeat steps 2-5 for each brand you want to use with article
recommendations.</li>
</ol>
<p class="p">If needed, you can now configure additional functionality using the API (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831077018" target="_blank">Using
APIs to configure autoreplies for Web Widget (Classic)</a>). </p>
</div>
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