Best practices: Setting up Answer Bot triggers, views, and workflows

During the Answer Bot EAP we learned a lot from customers about how best to set up Answer Bot. Some of more common questions have been how to best set up Answer Bot; triggers, automations, views, and tags. Here are some of our best recommendations below, including:

• Basic tagging
• Tagging solved tickets
• Removing tags from reopened Answer Bot tickets
• Following up with customers who self-solve
• Suppressing Customer Satisfaction surveys on Answer Bot tickets

Basic tagging

Basic tagging is important for almost all configurations and best practices for Answer Bot. To allow us to optimise how triggers are fired, set up new triggers to take new actions, or change automations, we have to start with some basic tag manipulation:

1. Click the Admin icon () in the sidebar, then select Business Rules > Answer Bot.
2. For every trigger listed in the Answer Bot trigger section, select Edit.
3. Scroll down to the bottom of the trigger, to the actions section and select Add Action.
4. Select Add tags from the drop-down list and then insert the tag answer_bot_fired.
5. Save the trigger.

Now all tickets Answer Bot has fired on will have the answer_bot_fired tag and we can easily create a view to see them:

1. Click the Admin icon () in the sidebar, then select Manage > Views.
2. Create a new view - call it Answer Bot Tickets
3. Set the conditions:
   • Ticket Status: less than Closed
   • Ticket tags: contains answer_bot_fired

Tagging solved tickets 

This step requires Support Professional or Enterprise as it uses agent activity based conditions in the trigger. We use Agent replies to help determine whether Answer Bot was successful in solving the ticket.

1. Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
2. Create a new trigger - call it Answer Bot: Tag as solved
3. Set the conditions:
   • Ticket Status: Changed to Solved
   • Agent replies = 0
   • Ticket tags: contain answer_bot_fired
4. Add the following Actions:
   • Select Add tags from the drop-down list and then insert the tag answer_bot_solved.
5. Save the trigger.

Now all tickets Answer Bot has solved will also have the answer_bot_solved tag, and we can easily create a view to see those as well:

1. Click the Admin icon () in the sidebar, then select Manage > Views.
2. Create a new view - call it Answer Bot Solved Tickets
3. Set the conditions:
   • Ticket Status: greater than On-hold (or Pending, if on-hold status is not available for your account) 
   • Ticket tags: contains answer_bot_solved

Removing the tags when Answer Bot tickets are reopened

You could even take this one step further and add another trigger to remove the answer_bot_solved tag, if a ticket is reopened:

1. Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
2. Create a new trigger - call it Answer Bot: Tag as Reopened
3. Set the conditions:
   • Ticket Status: is less than Solved
   • Agent replies greater than 0
   • Ticket tags: contain answer_bot_solved
4. Add the following Actions:
   • Select Add tags from the drop-down list and then insert the tag answer_bot_reopen.
   • Select Remove tags from the drop-down list and then insert the tag answer_bot_solved - this will remove that tag
5. Save the trigger.

Following up when customers self-solve

Extending on the previous steps, you can also add another action to send the requester a follow-up email to confirm that their request has been marked as solved.

1. Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
2. Create the trigger in the previous step, or edit the Answer Bot: Tag as solved trigger
3. Add a new action:
   • Email > Requester
   • Enter an email subject and body
4. Save the trigger. 

The final trigger should look like this: 

Suppressing Customer Satisfaction surveys on Answer Bot tickets

Customer Satisfaction surveys were designed primarily for when human agents have been involved in solving the ticket. Many customers choose to disable satisfaction surveys for Answer Bot tickets. This step assumes that you have tagged tickets solved by Answer Bot with the answer_bot_solved tag.

1. Click the Admin icon () in the sidebar, then select Business Rules > Automations.
2. Open the automation that's been set up to send Satisfaction surveys, by default it's called Request customer satisfaction rating (System Automation).
3. Add a new condition:
   • Ticket tags: contains none of the following: answer_bot_solved
4. Save the automation.