Improving autoreply metrics for article recommendations (Legacy)

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<p id="docs-hc-snippet" style="display: none;">Autoreplies metricsare available to help you understand how autoreplies with articles for email and web form are performing. Based on the metrics, you can update your help center content to improve your suggestion rate, click-through rate, and resolution rate, and decrease your rejection rate.</p>
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<div class="note attention" id="topic_dsr_qpj_2hb__note_qf5_3sl_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155069466-" target="_blank">Autoreplies metrics</a> are available to help you understand how autoreplies with
articles for email and web form are performing. Based on the metrics, you can update
your help center content to improve your suggestion rate, click-through rate, and resolution
rate, and decrease your rejection rate.</p>
<p class="p"> This article contains the following sections: </p>
<div class="p">
<ul class="ul" id="topic_dsr_qpj_2hb__ul_ibc_h1k_jhb">
<li class="li"><a class="xref" href="#topic_jj2_zvd_ybc">Improving your suggestion rate for autoreplies
with articles</a></li>
<li class="li"><a class="xref" href="#topic_izg_bwd_ybc">Improving your click-through rate for
autoreplies with articles</a></li>
<li class="li"><a class="xref" href="#topic_tzb_cwd_ybc">Improving your resolution rate for autoreplies
with articles</a></li>
<li class="li"><a class="xref" href="#topic_oyz_1yd_ybc">Decreasing rejection rate for autoreplies with
articles</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="topic_dsr_qpj_2hb__ul_utl_vc2_ybc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845739162" target="_blank">Optimizing your help center content</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jj2_zvd_ybc">
<h2 class="title topictitle2" id="ariaid-title2">Improving your suggestion rate for autoreplies with articles</h2>
<div class="body">
<p class="p">The <em class="ph i">suggest rate</em> is the percentage of questions that autoreply capability was active
for <em class="ph i">and</em> has sent suggestions for. If the suggest rate is low, or lower than expected, it
can indicate that article labels are misconfigured or that you receive a larger-than-usual
number of questions from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846760346" target="_blank">unsupported languages</a>.</p>
<div class="p">You can improve your suggest rate by taking the following actions:<ul class="ul" id="topic_jj2_zvd_ybc__ul_tms_rwd_ybc">
<li class="li">
<p class="p"><strong class="ph b">Check your autoreply trigger notification body</strong> (email autoreplies only). Your
autoreply triggers require the placeholders <code class="ph codeph">{{answer_bot.article_list}}</code> or
<code class="ph codeph">{{answer_bot.article_body}}</code>. If these placeholders are not present in the
body of the email notification the trigger will still fire, but no articles will be
suggested. This can cause the suggest rate to reflect inaccurately. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825385242" target="_blank">Learn more about configuring autoreply triggers</a>.</p>
</li>
<li class="li">
<strong class="ph b">Check your article labels.</strong> If you're using labels, this might be the cause of a
lower suggest rate. Labels restrict which articles are searched. If relevant articles aren't
in the restricted set, then no articles are suggested. This can cause the suggest rate to
decrease. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883075098" target="_blank">Learn more about using labels with autoreplies</a>.</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_izg_bwd_ybc">
<h2 class="title topictitle2" id="ariaid-title3">Improving your click-through rate for autoreplies with articles</h2>
<div class="body">
<p class="p"><em class="ph i">Click-through</em> is the percentage of answers clicked by end users from the
total articles suggested.</p>
<p class="p">Th click-through metric highlights a disadvantage of emailed autoreplies with articles because users must
first open and read the body of the email before they are likely to click through to any
articles. </p>
<div class="p">You can improve your click-through rate by taking the following actions:<ul class="ul" id="topic_izg_bwd_ybc__ul_cv4_v12_ybc">
<li class="li">
<strong class="ph b">Make the subject line more appealing and accurate.</strong> The email isn't just an
acknowledgement email, it's got valuable content within it that may answer the user's
question. Be clear about this in the subject line.</li>
<li class="li">
<strong class="ph b">Don't hide the content.</strong> It's important that you craft the body of your message with
purpose. Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825385242" target="_blank">conditional logic</a> to craft a message to your users and
make sure the <code class="ph codeph">{{answer_bot.article_list}}</code> or
<code class="ph codeph">{{answer_bot.article_body}}</code> placeholders are positioned at the best place in
the email body.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tzb_cwd_ybc">
<h2 class="title topictitle2" id="ariaid-title4">Improving your resolution rate for autoreplies with articles</h2>
<div class="body">
<div class="p">You can improve your resolution rate by taking the following actions:<ul class="ul" id="topic_tzb_cwd_ybc__ul_wky_txd_ybc">
<li class="li">
<strong class="ph b">Retain as much question context as possible.</strong> If you can retain as much similar
phrasing of the original question within the article, the contextual match will be better. For
example, the question "I can't log in, so how can I reset my password?" should result in an
article with the title "How do I reset my password so I can log in?"</li>
<li class="li">
<strong class="ph b">Keep the article focused on a single problem.</strong> Each article should focus on one
problem and one solution only. If you have long FAQ articles, consider breaking the FAQs
into separate articles and grouping them together in an FAQ section. Also, remember that
there is greater emphasis on the first paragraph or two of the article (approximately
the first 75 words in English), so be sure to include as much contextually-relevant
information into the top of the article as possible.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_oyz_1yd_ybc">
<h2 class="title topictitle2" id="ariaid-title5">Decreasing your rejection rate for autoreplies with articles</h2>
<div class="body">
<div class="p">You can decrease your rejection rate by making sure that your help center content is optimized
for bots and autoreplies with articles. There are two ways you can optimize your
content and decrease your rejection rate:<ul class="ul" id="topic_oyz_1yd_ybc__ul_xjq_3yd_ybc">
<li class="li">
<strong class="ph b">Write articles with a clear title, concise introduction, and narrow focus.</strong>
Article titles should be phrased as a question or a simple, active phrase. The intro
should include keywords and context in the first 75 words, and the article should be
focused on a single, specific topic.</li>
<li class="li">
<strong class="ph b">Use article labels to filter results.</strong> Labels can help reduce "noise" in your
help center by focusing retrieval results on the articles you want to be considered.
Labels can also help target customer segments by showing each segment only the relevant
articles.</li>
</ul>
</div>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845739162" target="_blank">Optimizing your help center content</a>.</p>
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