We’ve developed some resources to help you work effectively from home during COVID-19 Click to learn more

Use FAQ-suggestions in auto-reply: how does it work?

Hi all,

I have a similar question as the one below, which never received an answer - hoping someone may be able to provide some new information!

https://community.superoffice.com/en/developer/forum/rooms/topic/superoffice-product-api-group/customer-service/how-to-limit-faqs-hits-in-auto-replies-so-they-only-match-on-the-faq-keyword-field/

 

In short:

- It is possible to "suggest FAQ-articles" in the first auto-reply of a new ticket

- There is a reply-template which shows the logic in the HTML > it looks like this:

[[IF:faq.noHits="true"]]
Some text...no hits

[[ELSE]]
Some text...

Name Description
[[faq.entryName]] [[faq.entryQuestion]]
[[ENDIF]]

 

My question:

- How does it find out if an FAQ-article is worth suggesting? In the email sent, is the subject and/or body taken into account?

- In the calculation of finding out whether and FAQ-article is worth suggesting, does it look at the keywords of an FAQ-article and/or the question and/or the answer? 

- Is there any way to manipulate/reduce/change the suggested results?

 

Any info is very welcome!

Regards,
Bas

 

Noch keine Antworten!