Using autoreplies to recommend articles in web forms (Legacy)

<body>
<p id="docs-hc-snippet" style="display: none;">When a user submits a support request through a web form on your help center, autoreplies with articles can immediately suggest up to three links to potentially relevant knowledge base articles.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<div class="note attention" id="topic_bc2_h5s_kcb__note_q3w_dpl_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>
</div>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> For customers on legacy plans or with standalone Zendesk Support +
Guide, autoreplies might be called article recommendations.</div>
</div>
<p class="p">When a user submits a support request through a web form on your help center, autoreplies
with articles can immediately suggest up to three links to potentially relevant knowledge base
articles.</p>
<p class="p">This article discusses the following topics:</p>
<div class="p">
<ul class="ul" id="topic_bc2_h5s_kcb__ul_rjf_jpl_kxb">
<li class="li"><a class="xref" href="#topic_l55_wjt_kcb">Understanding the end-user experience</a></li>
<li class="li"><a class="xref" href="#topic_plc_xjt_kcb">Activating and configuring autoreplies with articles for web forms</a></li>
<li class="li"><a class="xref" href="#topic_hcq_lqt_kcb">Testing autoreplies with articles</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_bc2_h5s_kcb__ul_exl_rjt_kcb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833721498" target="_blank">Using autoreplies to recommend articles in email
notifications</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_l55_wjt_kcb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the end-user experience</h2>
<div class="body">
<p class="p">With autoreplies with articles enabled on your web forms, when an end user makes a help
request through your help center, they receive a list of suggested articles that may help
them self-solve their issue. As soon as they submit their request, an automated pop-up
window appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_l55_wjt_kcb__image_jnw_4jt_kcb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/answer_bot_after_submit_request-richhtml.png" width="600"></p>
<p class="p" dir="ltr">In this window, the end user can:</p>
<ul class="ul" id="topic_l55_wjt_kcb__ul_zll_2pq_ymb">
<li class="li" dir="ltr">Preview the article. Expand the article section to view it in the pop-up
window.</li>
<li class="li" dir="ltr">Click the article title to view the complete article in your help center in a
new tab. See below for more information on this option’s behavior. </li>
<li class="li" dir="ltr">Click <strong class="ph b">No, I need help</strong> if the suggested article did not help solve the
problem, or click <strong class="ph b">Yes, close my request</strong> if they were able to self-solve with the
suggested article. </li>
<li class="li" dir="ltr">View any videos embedded in the article.
</li>
<li class="li">Close the pop-up window.</li>
</ul>
<p class="p">When the end user opens the article, it opens in a new tab, along with a pop-up window allowing
them to perform a number of related actions:</p>
<p class="p"><img class="image img-screenshot" id="topic_l55_wjt_kcb__image_imx_mnt_kcb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/answer_bot_view_full_article.png" width="600"></p>
<p class="p">While viewing the full article, a modal appears allowing them to perform a number of
related actions, including:</p>
<div class="p">
<ul class="ul" id="topic_l55_wjt_kcb__ul_ds3_nnt_kcb">
<li class="li">Clicking the <strong class="ph b">support request number</strong> to view their help request in a new
tab.</li>
<li class="li">Clicking <strong class="ph b">Yes, close my request</strong> to close the help request. If the end user
clicks this button, they should not expect to receive any more communication about the
request.</li>
<li class="li">Clicking <strong class="ph b">No</strong> to open an optional feedback window, asking for more information
about why the article didn't help. If the end user clicks this button, the ticket will
be handled as usual.</li>
</ul>
</div>
<p class="p">If an end user submits a request and autoreplies is unable to find any recommended
articles, then the automated pop-up window will not appear.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_plc_xjt_kcb">
<h2 class="title topictitle2" id="ariaid-title3">Activating and configuring autoreplies with articles for web forms</h2>
<div class="body">
<p class="p">Just as email allows you to manage the autoreply with articles trigger used to respond with
the suggested articles via email, web forms allow you to select and configure each web form
experience that will render the autoreply pop-up window on all help centers and brands
within your account.</p>
<div class="p">If the web form provides suggestions on submission, any trigger that includes the
<code class="ph codeph">Autoreply with articles</code> placeholders will <em class="ph i">not</em> send an email with
more suggestions. <div class="note">
<span class="notetitle">Note:</span> In some older accounts, autoreplies are known as article
recommendations.</div>
</div>
<p class="p"><strong class="ph b">To enable autoreply with articles in web forms</strong></p>
<div class="p">
<ol class="ol" id="topic_plc_xjt_kcb__ol_oth_x4t_kcb">
<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_plc_xjt_kcb__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage autoreplies</strong>.</li>
<li class="li">Click the <strong class="ph b">Web form</strong> tab.</li>
<li class="li">Toggle on <strong class="ph b">Web form channel enabled</strong>.<p class="p">
<img class="image" id="topic_plc_xjt_kcb__image_xpy_cql_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/autoreplies_webform_tab.png" width="600"></p>
<p class="p">This displays an expandable list of your
brands and their related webforms.</p>
</li>
<li class="li">Click each brand and use the toggles to determine which brands, and web forms, will
use autoreplies with articles.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hcq_lqt_kcb">
<h2 class="title topictitle2" id="ariaid-title4">Testing autoreplies with articles</h2>
<div class="body">
<p class="p">You can use labels (as with email and triggers) to segment and refine the overall article
suggested in autoreplies for each brand and form. Read about the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883075098" target="_blank">best practices for using labels with autoreplies</a>. </p>
<p class="p"><strong class="ph b">To configure and test article labels</strong></p>
<div class="p">
<ol class="ol" id="topic_hcq_lqt_kcb__ol_pzk_qqt_kcb">
<li class="li">After activating autoreplies with articles for a web form, hover over the form name to
display the <strong class="ph b">Configure and test</strong> link.</li>
<li class="li">Click <strong class="ph b">Configure and test</strong> to open the testing modal.</li>
<li class="li">Enter sample subject and description text to view the possible recommended articles
for those terms.</li>
</ol>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408820951450",
"url": "https://support.zendesk.com/hc/en-us/articles/4408820951450",
"headline": "Using autoreplies to recommend articles in web forms (Legacy)",
"description": "You can enable and configure autoreplies with article suggestions on web forms to provide end users with relevant knowledge base articles immediately after they submit a support request.",
"articleSection": "Using autoreplies with articles (Legacy)",
"datePublished": "2021-10-16T03:30:33+00:00",
"dateModified": "2026-05-12T16:36:42.186680+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408820951450"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>