This article contains content about some of our recently rebranded features:
Fin includes a rebrand of our Resolution Bot functionality. If you have Fin enabled on your workspace, this functionality still applies to you but it is no longer called Resolution Bot.
Workflows includes a rebrand of our Custom Bots and Inbox Rules functionality. If you have Workflows enabled on your workspace, this functionality still applies to you but it is no longer called Custom Bots.
Resolution Bot/Fin can proactively suggest answers for your customers in two ways:
Predictive answers — When a customer opens the Messenger to start a new conversation, Resolution Bot/Fin will detect relevant context, like the page in your app they’re on, and suggest the answers most often useful in that context.
Answer suggestions — As your customers type in the Messenger they’ll see suggested answers to choose from based on their message, so they can find their own solution faster, and save your support team more time.
Enable automatic content suggestions in the Messenger
To start automatically suggesting answers for users and visitors, go to Automation > Settings and open the ‘Suggest relevant answers tab’:
Then, enable Resolution Bot/Fin to suggest answers Before customers start typing (Predictive answers), While customers are typing (Answer suggestions), or Both:
To enable either of these settings for visitors or users separately, just switch between these tabs:
Note: Both predictive answers (answers displayed before a customer starts typing) and answer suggestions (answers displayed while customers are typing) only work on web, iOS and Android channels. In order to allow either of these to work you’ll need to ensure you have a live Resolution Bot/Fin behavior configured for that channel.
To only suggest content to a certain subset of visitors or users, choose ‘Visitors/users who match certain data’, then ‘+ add a rule’. For example, you might want to suggest content for users on your free plan, in which case you’d add a filter like this:
If you enable predictive answers, when a user or visitor who matches your filters starts a new conversation in the Messenger, Resolution Bot/Fin will show potentially helpful answers before they start typing based on the page they’re on, or other relevant attributes:
Important: When you enable predictive answers, all of your existing answers will be eligible to be shown to customers. If you’d like to exclude any from sending, you can set this on the individual answer.
If you enable suggested answers, when a user or visitor who matches your filters starts a new conversation in the Messenger, Resolution Bot/Fin will show matching answers as they type based on the content of their message:
Prevent certain answers from being shown before a customer starts typing
If you’d like to prevent certain answers from being shown before a customer starts typing, just uncheck this box on step 4 when creating or editing an answer:
Note: The answer will still be sent in matching conversations, and can be suggested after customers start typing, if you have suggested answers enabled. 👌
How does it work?
Before customers start typing, if Resolution Bot/Fin has learned that certain answers are commonly sent on the current URL to customers with similar attributes it will show relevant answer suggestions above the composer for them to choose from.
While customers are typing If Resolution Bot/Fin detects at least two matching keywords in their message it will show relevant answer suggestions above the composer for them to choose from.
If the customer chooses an answer, they’ll enter the answer flow until the end where they can choose if it was helpful, or if they’d like to wait for the team:
Suggested answers & Workflows
If you have a Workflow/Custom Bot that starts from new conversations, and a customer matches its filters, predictive answers will not be shown. The first message in the Workflow/Custom Bot will be shown, and reply buttons will display for a customer to choose from.
If the customer doesn’t choose a path, and begins typing a question, suggested answers will appear based on the content of their message. If the customer clears their input the Workflow/Custom Bot will be shown again.
When are suggestions shown?
Predictive answers will only be shown after Resolution Bot/Fin has learned enough about your customers’ questions, but you can enable it at any time. If you enable it before it has enough information to make predictions, you’ll see the following warning:
Automatic suggestions are not supported in apps using our Mobile SDKs, so they'll only be presented to customers in their web browser.
Suggestions are only presented at the beginning of a new conversation in the Messenger.
A customer may also see suggestions for additional messages they send before engaging with any answers, or getting a response from a teammate.
Note: A customer's original message will be removed if they click on a suggested answer.
💡Tip
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