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Why is the Smart Suggestions task bot not working?

  • 8 September 2020
  • 8 replies
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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!

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Best answer by Roy 27 April 2021, 10:07

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Hi 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:

  • Smart suggestions won’t appear until you have 10 or more live articles in your Help Center, and your Help Center is set to 'on'.
  • Articles need to be sorted into collections before they'll be suggested.
  • Operator only suggests articles if a user’s question contains more than 2 words and less than 30 words (note: it doesn’t count words like ‘the’, ‘a’ and ‘is’). 
  • The user's question must contain a question mark (?) or one of the keywords: what, when, why, how, or which.
  • Your Help Center language must be set to English, and the user’s question must be asked in English.

 

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>

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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.)

Userlevel 3
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Also keep in mind that suggested help articles is only sent to English speakers.

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?

Userlevel 3
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@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.

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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.

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@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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