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DX Support Center

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Agents can use both Smart Advisor articles and canned messages in the Agent Workspace. While canned messages are defined in the Web Admin Center, the Smart Advisor panel displays articles taken from a selected AI knowledge base. This knowledge base is selected when Agent and AI are integrated. For more information, see Integrate a chatbot.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article and this way help improve the knowledge base.

Follow these guidelines to make the most of Digital DX AI's conversational capabilities.

Remember the following guidelines when creating conversational articles:

• If you have Yes and No branches in a conversational flow, order Yes first and No second to keep the flow natural.
• Add labels to conversational articles like parent, child or conversational, so it's easier to find and edit them.
• When using instant feedback, add the <no_feedback/> tag at the end of the question or option if you don't want feedback to appear for that step.
• If you use multiple bubbles, include a delay to the messages to give users time to read. The wait times should depend on the length of the messages. When messages are sent right after one another, it feels more natural to pause a little longer and longer with each new message, even if they may be around the same length, so that users have time to finish reading older messages before newer messages are sent out.
• Adjust the character limit for bot messages and ensure articles are within that limit to make sure customers don't have to use the Read More button to see the full article.
• We recommend you use large persistent buttons rather than quick buttons as customers usually prefer the ability to click on previously displayed buttons.