No Knowledge Base article recommendations are made when the consumer’s message is 3 words or fewer, or when the consumer’s message is non-intentful (e.g., a greeting or other phrase like, “Are you still there” or “Give me a minute,” and so on).
Tip: To train your agents, you can start by enabling recommendations for a single skill.
Use a recommended bot or article
In Conversational Cloud, bot and/or article recommendations are displayed inline within the conversation.
To use a recommended bot
Click Use bot to join a bot to the conversation, so the bot takes over. You stay in the conversation, so you can monitor the bot’s progress and remove the bot if needed.
Tip: As shown in the image above, a system message announces when the bot joins the conversation. You can customize this message.
To use a recommended article
Click Use Article to copy the article’s text to the agent’s text input area. You can edit the text before sending it to the consumer.
Remove or replace the current bot
After you have joined a bot to a conversation, you can remove or replace it if desired:
- To remove the current bot, click Remove Bot at the top of the messaging panel. The agent can then take over.
To replace the current bot, click Replace Bot beside the bot you want to substitute into the conversation. The selected bot joins the conversation, taking over for the previous bot. (Only one bot can be joined to a conversation at a time.)