Helpshift allows Administrators to edit the text that QuickSearch Bot uses in its bot flow using Text Templates.

To edit a QuickSearch Bot,

  1. Go to Settings > WorkFlows > Bots and click QuickSearch Bot.The QuickSearch Bot page displays the number of ongoing conversations along with an option to ‘Edit’ and ‘Preview QuickSearch Bot’.
  2. Click ‘Edit’.The ‘Edit – QuickSearch Bot’ opens up in the Bot Builder.
  3. Perform the following tasks:

    1. Use Use a Text Template for a message with one or more FAQ suggestions.
    2. Use a Text Template for Helpful (positive) and Not helpful (negative) deflection scenarios.
  4. Click Done to update all the strings in the step.
  5. Click Preview Flow and choose the app, language, and platform to view the FAQs that will be displayed when the end-user will type in messages.
  6. Click Save Changes to confirm and apply all the changes to ongoing and new conversations assigned to QuickSearch Bot.

    A popup appears with a message that changes will apply to all conversations assigned to QuickSearch Bot.

  7. Click Save Changes to continue.
  8. (Optional) To discard the changes, click Discard Changes.

    A popup appears with a warning message that you want to discard changes.

  9. Click Discard Changes to confirm and discard all the changes permanently. Also, if you want to continue editing the QuickSearch Bot, click Continue Editing.
  10. In case of a positive deflection, you can use a text template to the Bot message on the Edit- Issue Not Created modal.
  11. Click Done to save all the changes.
  12. When you click Preview QuickSearch Bot, you must choose a suitable app, language, and platform.

    Until or unless you change it, English is the default language.

    Once you click the ‘Start’ button and if a greeting message is kept ‘On’ in the Settings, the greeting message appears.

  13. Type a message and press enter or click the send icon. The message appears on the ‘Preview Flow’ modal.

    If there is no FAQ for a particular message, then a pop-up appears with the message that the content is not enough to show FAQs.
  14. Click ‘Retry’ to go back to the Preview Flow modal.If there are FAQ suggestions for a particular message, then it displays all the suggestions along with the option to select a suitable response from the available options.
  15. After you click the response option, Yes, it helped, the Issue Resolved message appears.
    Alternatively, when you click the response option, No, I need more help, the issue is created and displays the bot info popup on hovering over the’?’ Icon.
  16. Click FAQ to view the content, or click Back (←) to return to the FAQ Suggestions state.
  17. When you are done editing a QuickSearch Bot, close the Preview Flow modal.
  18. When or if you want to clear all the messages, click Reload.