User Experience with Article Recommendations in Web Widget
What is the end user experience like with article recommendations in Web Widget (Classic)?
When article recommendations are enabled in the Web Widget (Classic), the end user's experience becomes more interactive and helpful.
Upon clicking the Web Widget launcher, users are greeted by a bot using the current brand's name. If the user enters a question within 10 seconds, the bot responds with up to three article recommendations. Users can click on these articles to view them directly in the chat window. If they don't interact with the recommendations, the bot will suggest contact channels or allow them to ask another question. This setup aims to provide a seamless self-service experience before escalating to live chat support.
More related questions
How do I enable article recommendations in Zendesk's Web Widget (Classic)?
To enable article recommendations in Zendesk's Web Widget (Classic), you'll need to adjust some settings in the Admin Center. First, navigate to the Channels section in the sidebar, then select Classic > Web Widget. Click on the Basics tab, and if…
What happens if a user doesn't interact with the article recommendations in Web Widget (Classic)?
If a user doesn't interact with the article recommendations in the Web Widget (Classic), the bot will guide them to other support options. After the initial greeting, if the user remains idle for 10 seconds or doesn't click on any suggested…
Can I configure additional bot functionality after enabling article recommendations in Web Widget (Classic)?
Yes, you can configure additional bot functionality after enabling article recommendations in the Web Widget (Classic). Once you've enabled article recommendations, the conversation bot will appear in the Web Widget in your help center. If needed,…
How does the Web Widget (Classic) handle user feedback on article recommendations?
The Web Widget (Classic) provides a simple way for users to give feedback on article recommendations. When a user clicks on a suggested article link, the article opens in the chat window. After three seconds, a feedback notification appears at the…
What should I do if article recommendations aren't working in my Web Widget (Classic)?
If article recommendations aren't working in your Web Widget (Classic), there are a few troubleshooting steps you can take. First, ensure that your Help Center is set to public or that users are signed in if access is restricted. If the issue…
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