Hi there... how do I get suggested help to work? It is turned on ... but when a user asks a question for which an article exists.. the article is not suggested!
Best answer by Roy
View originalHi there... how do I get suggested help to work? It is turned on ... but when a user asks a question for which an article exists.. the article is not suggested!
Best answer by Roy
View originalHi Rose Bow,
to enable smart suggestion all you need to do is turn this feature on (from operator -> task bot -> smart suggestion).
don't forget to turn this feature on for Users and leads too.
There may be some reasons for why smart suggestion doesn't appear:
All you need to know about smart suggestions are here:
https://www.intercom.com/help/en/articles/1006350-let-users-help-themselves-with-smart-suggestions/p>
Hi Rose. A few things -- Make sure it's turned on for both leads and users. Is this the case for you?
(Also, one thing I personally do to increase the chances of an article being suggested is to add a subtitle to the article, with related keywords.)
I run Intercom on a site for Germans. The settings in Intercom "Suggest help articles" is only available for English speakers. Can I still enable it? Maybe by faking the default language to English?
@user1136 I don't think this would work. As far as I know, Intercom is checking the user's browser language to determine the language.
Hello @user1136 , You can run Intercom messenger on several languages, just use Language Override tag.
However, "Suggest help articles" will work for only English speaking customers.
@user1136 , If you have more questions about using "Language Override" tag just let me know. I will be more than happy to help.
Thanks for your response. I will use the custom bots instead and try it out :)
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