Show Results based on User Intent

Learn how to send BetterDocs articles automatically to your customers based on their search intent.
You must connect BetterDocs with MyAlice first to enable automation.
You can create automation that would send your BetterDocs article to your user based on their reply or search intent.
Suppose, most of your online shoppers usually ask about refunds, exchanges, or delivery. So, you create a Quick Reply sequence as shown below, where you anticipate what your users might ask you and automatically send them knowledge base articles that meet their search intent.
Here, we will not redirect users to a new sequence. Instead, we choose Basic or keep them in the same sequence, and save the customer input to an attribute: {{ask}}.
Now, we place a BetterDocs Block from the Blocks section from the right bar right below the Quick Reply Block.
In the Input Instructions, we put search as key and {{ask}} as value.
What the above figure essentially means is that —
  1. 1.
    The users searched for a particular topic e.g., Refund Policy.
  2. 2.
    The BetterDocs API runs a search in the Knowledge Base based on the saved input {{ask}} and sends back results to our chatbot.
  3. 3.
    The bot shows all the articles in the inbox that has the word "Refund Policy" in them.
  4. 4.
    If it finds no match, it will redirect users to the Ticket Block i.e., generate a ticket in your inbox.
Here's how to set the Output View.
What the above figure essentially means is that —
  1. 1.
    The users will view a display image or graph image.
  2. 2.
    The link will show the title and excerpt of the articles, as shown in your knowledge base.
You can also choose to add more CTA buttons to the article preview. For example: creating an Action Button will show the article link in the chat.