Search Help Center Articles action in Autoflow

The Search Help Center Articles action in Autoflows enables you to utilize the latest knowledge base information without the need for manual updates to your Autoflows policies. If you have lengthy Autoflows policies that exceed character limits, you can conveniently reference the relevant article.

Enabling Search Help Center Articles action

1. Go to Solve > Workflow Builder.
2. Open an existing Autoflow. If you want to create a new Classic workflow, click + Create New Intent. For more information on creating an Autoflow, see Getting Started with Autoflows.
3. Click Available actions.
4. In the search bar, type "Search Help Center Articles".
5. Click the circle icon to enable this feature.
6. Customize the Action. To do this, do the following:
   • Click the Edit tool.
     
   • Select an article source: Choose the relevant article source(s) from your Help Center.
   • Add Composite Logic (Optional): If you want to search for specific information, you can apply composite logic to create complex filtering criteria. You can also add multiple sources to broaden your search. 
     
7. Edit your Autoflow policy to prepare for scenarios where no article is found. To do this, consider the following example of an Autoflow policy:
   When a customer asks about initiating a refund process, search the Help Center for articles related to refunds. If no article is found, apologize for not finding a relevant article and ask if they would like to chat to a human agent. If they do, initiate the standard handoff. If not, wish them a good day and let them know you are available to help with anything else.
8. Click Preview to test the action and ensure it retrieves the desired articles based on your selections and any applied composite logic.
9. Click Publish or Publish changes to enable the action.

Frequently Asked Questions (FAQs)

Q: Which Help Centers is this feature available for?
A: This feature is compatible with all Help Centers that support Solve. 

Q: Where can I view the articles that were retrieved?
A: The retrieved articles will be displayed in the Solve Insights once this feature becomes generally available (GA).