HelpScout Docs Integration

(Benjamin Intal) #1

Hello, I’m new here and I’m exploring how we can use a chatbot for to ease the load of our customer support of our digital product.

We have a respectable knowledge base available online via HelpScout Docs and I was wondering if there was a way to integrate with it for a seamless question and answer experience.

Based on my short experimentation, my current options are:

  1. forward the user to our KB URL (so-so UX)
  2. input Q&As based on our KB as a flow (not scalable)
  3. use a custom JS code to search using HelpScout’s Docs API, getting inputs from the chat and then somehow outputting a link or something to the KB article. (haven’t checked yet if something like this would work)
1 Like
(Benjamin Intal) #2

Update, found that option 3 worked better. I had to create 3 messages to display 1, 2 or 3 results from HelpScout to make them chat-friendly.

For those who might need it, here’s the message box text I used:

I found a few entries in our knowledge base for that: 

{{make_a_http_request.data__articles__items__0__name}}
{{make_a_http_request.data__articles__items__0__url}}

{{make_a_http_request.data__articles__items__1__name}}
{{make_a_http_request.data__articles__items__1__url}}

{{make_a_http_request.data__articles__items__2__name}}
{{make_a_http_request.data__articles__items__2__url}}`
(John Jackson) #3

This is really helpful stuff, good luck with your project :grinning: let us know if we can help with anything.