Enabling article recommendations in Web Widget (Classic)

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.


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If you are using web messaging, see Creating
an advanced AI agent to automatically resolve customer issues.
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.
This article discusses the following topics:


Understanding the end user
experience
Enabling article recommendations
in Web Widget (Classic)


Related articles:


Using APIs to configure autoreplies in Web
Widget (Classic)
Web Widget (Classic) resources




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.
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 user clicks 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:


Yes closes the feedback notification, and the article remains on the
screen. The end user can return to the conversation by clicking the
Back arrow at 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 on how 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.
Note: If the end user
clicked on at least one article preview link or clicked “Yes, problem
solved,” an automated resolution is counted.
When this happens, a ticket is created for tracking purposes with a
requester called End user, no assignee, and a tag called
ai_agent_automated_resolution. The End user profile cannot
be edited or deleted.




If the end user does not click on any of the suggested article links
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.
The
contact channels offered depend on how 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

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 how 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 workflow described above.





Enabling article recommendations in Web Widget (Classic)

Enabling article recommendations for the Web Widget (Classic) requires changing Web
Widget (Classic) admin settings.
To enable article recommendations for the Web Widget (Classic)

In Admin Center, click
Channels in the sidebar, then select Classic > Web Widget.
Click the
Basics
tab. If you have multiple brands, select the widget for
the brand you want to use with the conversation bot, then click
Basics.
Select the
Help Center checkbox and then select the
Article
Recommendations
checkbox. If you have Contextual Help enabled for the
widget, it will be disabled.
At the bottom of the widget settings, click
Save.
Repeat steps 2-5 for each brand you want to use with article
recommendations.

If needed, you can now configure additional functionality using the API (see Using
APIs to configure autoreplies for Web Widget (Classic)).


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