Instant answers

How to create an Instant Answer

If there’s a gap between the information on your platform and your users searches, you can create an Instant Answer to fill it.

Note: The row of the Content Gap also shows you which widget the gap occurred in. Make sure all the intended indexes are connected as data sources. If an index is missing and this index has the answer, you can add it via the widget customization Widget data sources

1. Open the raffle dashboard and click Indexes in the Left menu section
2. Find the add new index button and click it
3. Create a new index by clicking Instant answers
4. Add an answer in the panel in the top left side
5. Write your question and answer and also add a fallback URL link. In the launcher widget, you can always see the reference for the chat assistants answers and since the instant answer doesn’t have a publicly available origin, adding one is required e.g. the customer support page
6. Go to links and add a button, button text and the button link.
7. Click Create to save

Adding relevant questions, keywords, or phrases in the left panel improves searchability. Adding the titles of target articles as questions boosts their ranking in related searches

Optional Settings:

• Add Support Button: Toggle Support Channel Button to display the support button on your instant answer. Some questions might be too complex or customer-specific and better handled by your support team
• Button Link to related Articles: Use the Add Button feature to add a button to the instant answer. This button can either send users to a page within or outside your website. You can add multiple buttons to offer different paths.

Use an Existing Instant Answer to resolve Content Gap

Sometimes, a content gap can be resolved by linking it to an existing answer from scraped pages, other instant answers, or PDFs.

Note: The row of the Content Gap also shows you which widget the gap occurred in. Make sure all the intended indexes are connected as data sources. If an index is missing an the index that has the answer, you can add it via the widget customization Widget data sources

1. Open the Insights dashboard and click View all in the Content Gaps section.
2. Locate the content gap you want to address and click the chain icon in its row.
3. Use the search panel on the right to find existing answers within the linked indexes. Search by title, part of a title, or URL.
4. Click an answer to select/deselect it - multiple answers can be chosen. A checkmark appears in the bottom-right corner of selected answers. You can click the eye icon to preview the article for confirmation
5. Click Show all selections to view and verify your selected answers
6. Click I’m done to save

Optional:

• Review the related questions in the left panel and add, modify, or delete them as needed.

Note: You can also add questions and keywords to existing Instant Answers via Indexes by opening the Instant Answer Index that has your answer and opening the editor for an existing answer

Delete Instant Answer

If you have created an additional site to your webpage or similar that replaces the need for your instant answer, you can delete it.

1. Go to Indexes in the main menu
2. Select the Instant Answer Index the answer is in by clicking the row or selecting edit in the options column
3. Select edit in the options column of the instant answer you want to delete
4. Click delete
5. Confirm that you want to delete the answer