Enabling and using Answer Bot in the Web Widget (Professional and Enterprise Add-On)

You can add Answer Bot's self-service capabilities wherever you've implemented the Web Widget. For Zendesk Chat customers, this also allows for a fluid and consistent self-service experience prior to a chat escalation, freeing up your Chat and Support agents to focus on the customer service issues that require human touch.

This article discusses the following topics:

• Understanding the end user experience
• Enabling Answer Bot in the Web Widget

Related articles:

• Configuring Answer Bot in the Web Widget
• Answer Bot resources
• Web Widget resources
• What happens when I run out of Answer Bot resolutions?

Understanding the end user experience

When Answer Bot is enabled for the Web Widget, your end user's experience with the widget changes. This section describes the workflow an end user may experience with Answer Bot for the Web Widget.

When an end user clicks on the Web Widget icon, instead of the standard text entry search box, they'll see a chat window, and a greeting from the Answer Bot:

The Answer Bot uses the current brand's name in its initial greeting.

After the initial greeting, the workflow depends on the action taken by the end user.

If the end user enters a question (within 10 seconds)

1. The end user enters their question in the text box. They can use conversational language, as if they were chatting with a live agent, or use keywords.
2. Answer Bot responds with a list of up to three articles that may be helpful, based on your Answer Bot settings:

   

3. From here, the end user's path can go in a few directions:
   • If the end user clicks on any of the suggested article links, that Help Center article opens in the chat window. After three seconds, a feedback notification appears at the bottom of the window:

     

     • Yes closes the feedback notification, and the article remains on the screen. This action creates a Support ticket that is automatically solved.

       The end user can return to the Answer Bot conversation by clicking the Back arrow at the top of the chat window.

     • No, I need help, opens a second feedback notification, asking for further information.

       

       After selecting an answer, the end user is returned to the Answer Bot conversation, and presented with a list of contact channels, and the option to enter another question.

       

       The contact channels offered depend on how your Web Widget components are configured. The end user can click on one of the channel options to open that channel in the widget.

   • If the end user does not click on any of the suggested article links within five seconds, they are returned to the Answer Bot conversation, and presented with a list of contact channels, and the option to enter another question.

     

     The contact channels offered depend on how your Web Widget components are configured. The end user can click on one of the channel options to open that channel in the widget.

If the end user remains idle

1. After the initial greeting, if the end user does not interact with Answer Bot within 10 seconds, Answer Bot suggests a list of contact channels. The contact channels offered depend on how your Web Widget components are configured.

   

2. The end user can click on one of the channel options to open that channel in the widget, or can enter a question, which launches the workflow described above.

Enabling Answer Bot in the Web Widget

Enabling Answer Bot for the Web Widget requires making changes to the Web Widget admin page.

To enable Answer Bot for the Web Widget

1. Click the Admin icon () in the sidebar, then select Channels > Widget.
2. Click the Customization tab. If you have multiple brands, select the widget for the brand you want to use with Answer Bot, then click Customization.
3. Make sure the Help Center option is toggled On, to display the Answer Bot toggle.
4. Click the Answer Bot toggle to On. Answer Bot also supports Contextual Help - you can toggle this on to allow Answer Bot to suggest articles before the user is required to ask a question. Learn more about Contextual Help
   
5. At the bottom of the widget settings, click Save.
6. Repeat steps 2-5 for each brand you want to use with Answer Bot.