Hi, I'm hoping someone can help with a question about configuring the Answer Bot in the Unified SDK (we aren't able to use the new SDKs at the moment). The docs suggest that Answer Bot will suggest an article first, and then only hand over to chat or support if the user doesn't find a helpful article. That's the behaviour we want. What we are seeing is the Answer Bot asking if we have a question but then adding 'Or you can get in touch' immediately, with the option to hand over to chat/support without asking a question first. The Zendesk example app seems to behave this way too. Does anyone know if there is an SDK configuration setting or some configuration within the Admin Center that might change this behaviour, and enforce asking a question first?
Unified SDK Answer Bot Functionality
Hey @dan46,
You might need to enable this functionality in admin center, if you haven't already. Here's an article which goes in to detail on how to do that:
Let me know if you have any questions!
Tipene
Thanks @tipene. We have our Web widget (Classic) working correctly. The issue we are having is the answer bot in our mobile app using a mobile SDK with Support SDK. The experience we are seeing is that the answer bot is asking if we would like to ask a question but then straight away stating 'or you get in touch" before giving the customer a chance to even ask a question. The documentation states it should only offer that option once it has suggested an article however this is not what we are seeing with our implementation or with the Zendesk example app.
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Thanks for clarifying for me.
I'm going to pull this in to a ticket so we can take a look in more detail. You should see an email coming through from me shortly.
Thanks!
Tipene