AI Answers - Help Scout Support

Description: NEW Say hello to a smarter, faster way to delight your customers: an AI-powered agent in Help Scout! Whether you’re managing a busy support queue or striving to

Content: AI AnswersNEWSay hello to a smarter, faster way to delight your customers: an AI-powered agent in Help Scout! Whether you’re managing a busy support queue or striving to create a seamless customer experience, AI Answers is here to revolutionize the way you work.Powered by OpenAI, this feature uses your Docs knowledge base to provide instant, accurate responses to common questions from your Beacon, freeing up valuable time for the human touch where it matters most. Ready to see how AI can transform your support workflow?AI answers is available to all contact-based billing plans.In this articleBefore You Get StartedEnable AI AnswersCustomize the PromptReportingReview ConversationsBefore You Get StartedYou’ll need a Docs site and a Beacon to get started with AI Answers.DocsYour Docs articles are where AI Answers gets all of its information to help your visitors. Having a solid foundation of information in your knowledge base is the most important step to success. Head over toGet Started With Docsfor help with getting your Docs site up and running.To use Docs articles that only appear in your Beacon and AI answers without publishing a Docs website, check outControl Access to Docs With Beaconfor help.BeaconYou’ll need at least one Beacon with Docs enabled, and you’ll need to have that Beacon embedded in your web-based app or website. Check outCreate a New Beaconif you need help creating a one, andAdd Beacon to Your Website or Appfor more help with installing your new Beacon.Note: AI Answers is not yet available for Beacon installed in your mobile apps using the SDK.Enable AI Answers in BeaconHead toManage > Beacons. Select the Docs-enabled Beacon you want to use, thenEdit Beacon. ChooseDocsfrom the left navigation menu, then toggleEnable AI Answersto on.Review the Docs settings to make sure that you're including the sources you want, then clickSaveat the bottom of the page.Choose the mode that will work best for your visitors.Self service— Visitors will only see AI Answers to start and get other options if they need further helpNeutral— Visitors can choose to search Docs or reach out to your team in addition to the AI Answers option.That's it — AI Answers is now available to your Beacon visitors!Customize the PromptIn the world of AI, the prompt is the input given to the AI to get the response. Customize the prompt that AI Answers uses to tailor its reponse to better match your company and brand.Head toManage > Company > Customize AIto tell the AI what works for your organization. The prompt here applies to all Beacons using AI Answers.Remove any instructions or information from this field to change it.By default AI Answers just works from the Docs information — leave this field empty if that's all you want.Notes on use: The Customize AI tool cannot be used to introduce new information to the AI — but you can adjust messaging about information that exists in Docs here. We recommend you test a bit after making adjustments to see the results of your changes.ReportingSelect theInsightstab to view statistics about Beacon activity, including AI Answers.EngagementEngagement shows how all Beacon sessions ended, including visitors that did not engage with AI Answers.AI AnswersShows the breakdown of AI Answers conversations by resolution.Resolution DefinitionsContact helped— an answer was provided and the visitor did not indicate that they needed more help.Contact not helped— the visitor indicated that they needed more help but did not reach out to your team.Human escalation— visitor chose to chat with your team or send an email for further help.Review ConversationsFromManage > Beacons, select the Beacon with AI Answers, then choose theSessionstab at the top of the page.A session refers to an individual interaction with AI Answers that has taken place on this Beacon. Filter results by time frame or resolution by selecting options from the dropdown menus at the top left of the table.ClickExportin the top right corner to export a CSV of the conversations.Click on any line to view the entire conversation in-app.Use the arrows on the right to navigate through conversations without returning to the list.Reviewing the conversations here will show you what the AI is able to answer, and what it is not. Use that data to refine your Docs articles to help make the AI more useful.

Visit Help Center