Smart suggestions allow your team to spend less time on questions that are answered in your Help Center, and more time on conversations better handled by people.

Note: Smart suggestions are available with Articles.

How smart suggestions work

First, if a customer asks a question in the Messenger, Operator will set their expectations by telling them how long it usually takes your team to respond. 

Operator will then instantly suggest relevant articles from your Help Center.

For example, If a customer asks ‘How do I add a teammate?’, Operator will recognize that the question is relevant to the ‘how to add a teammate’ article or similar articles in the Help Center. Operator will then suggest those articles.

If the customer clicks on an article, Operator will ask them if they got what they needed.

If they click ‘Yes’, Operator will automatically close the conversation, so it never reaches your inbox. 

If they say ‘No’, Operator will let them know your team’s usual reply time and ask them to stay to get more help.

Important: For conversations started in your mobile app: Operator will suggest articles, but doesn't support following up to see if they were helpful or closing the conversation.

Turn smart suggestions on and off 

You can turn smart suggestions on or off in your Operator settings.

Note: There are two places to enable this task bot, one under "For users" and one under "For leads".

When do smart suggestions appear?

Operator only suggests articles at the right time, when it knows it can help. Here are some things to note about when Operator will start suggesting articles:

  • 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.

Learn more about when Operator sends a message.

Keep improving smart suggestions

Operator keeps learning about your users’ questions as you add more articles to the Help Center. Writing relevant articles will ensure that smart suggestions answer more of your users’ questions over time.

Note: If you have the Inbox product, Operator will improve its suggestions over time by learning which articles your team adds to conversations to answer your users’ questions.

Here are some tips for improving your smart suggestions over time:

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