Dynamic article suggestions analyze the content of the email received from your customer and the intent topic. They then find relevant articles within your knowledge base that can resolve the customer’s inquiry.
To set up dynamic article suggestions in your email response, follow these steps:
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Drag the Dynamic article suggestions component into the email response.
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Select the number of articles you’d like your customers to receive as part of the dynamic suggestions. You can select up to five articles.
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Select the source of where to look for your articles. If you have multiple sources integrated into Forethought, you will see them displayed in the drop-down.
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Optional: Use filters to narrow down available articles for customers. Based on your selection, different filter variables will be presented.
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Click Save.
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Done! You’ve added dynamic article suggestions to your email response.