How to Use Interactive Help

The SmartHub Helper Bot assists users with their search results.

For example, if a user gets no results returned to their query, the Bot might suggest popular alternatives (gathered from analytics) that are similar to what the user initially searched for. 

• About the Helper Bot

  • How to Use Interactive Help

  • Helper Bot Functionality

• User's First Chat with the Bot

• Too Many Results Returned - Filter Suggested

• Bot Suggestions if User Pauses or Reaches End of Page

• No Results Returned

• How the Bot Uses Short-term Memory

  • Examples

  • Conversation Context Behavior

• How to Configure the Bot

• How to Select what the ChatBot Displays

• How to Disable the ChatBot (Prevent it From Loading)

• How to Remove the Bot from a Page

About the Helper Bot

The SmartHub Helper Bot or "ChatBot" enables users to interact with SmartHub to quickly navigate and refine your queries.

Helper Bot Functionality

The Helper Bot provides the following options:

• Provides suggestions:
  • Provides suggestions to partially-typed queries.
  • For example, type "ad", and the Bot suggests "admin".
• Corrects queries for misspelled words:
  
  
  
• Suggests you remove filters that return no results:
  
  
  
• Suggests you modify your query if too many results are returned or if your query is too long:
  
  
  
• Suggests you filter your results if too many results are returned:
  
  
  
  
• Suggests removing your filter if it returns no results:
  
  
  
• Set to Automatically Trigger: You can set the Bot to automatically trigger if:
  • You open a specific web page on your site
  • You stay on a page for a set period.

User's First Chat with the Bot

1. Start interacting with the Bot by clicking Need any assistance? on the bottom right side of the page:
   
   
   

2. See the expanded chat window:

   
   

3. Click the chat bubbles icon in the top right of the Bot window to refresh the chat bubble.

4. Click "I didn't find what I need!" to bring up the Personalization dialogue for more options to fine tune your query.
   
   
   

Too Many Results Returned - Filter Suggested

After some time without any user interaction, or after the user reaches a certain page, the Bot might suggest applying popular filters recorded with Analytics.

1. The Bot window expands and displays the filters for the results.
   
2. Filter your results by clicking one or more filters.
   
   
   
3. At any time, dismiss the Bot to return the Bot to the side.
   
4. Similarly, for a search query such as "sharepoint", the Bot might suggest a more specific query text based on analytics:

Bot Suggestions if User Pauses or Reaches End of Page

After some time without any user interaction or if the user scrolls at the end of the page, the Bot might suggest tuning your search.

1. Select "I didn't find what I need."
   Based on the number of the displayed results, the bot does either of the following:

   1. Opens the personalization panel
      

   2. Suggests other similar queries run with success by other users
      

No Results Returned

If no results are returned, the Bot tries the following:

1. Checking the query text for misspelled words using a word dictionary.
   1. For example, if the query is "directionas".
      
      
      
2. If there are no query results or the query text appears to be incorrect, but some filters are active, the Bot suggests removing some filters in order to obtain results:
   
   
   
3. If steps 1 and 2 fail (or are not applicable) then the Bot searches analytics for a common query term that is close to the original query term:
   
   1. For example, if the query is "shaerpoint" the Bot would show:
      

How the Bot Uses Short-term Memory

The Bot enables the user to ask many natural language questions in sequence and it uses the current conversation context to understand and process the query.

Examples

User's 1st question:  What are the open cases for Contoso?

• This question contains all the necessary information for the Bot to understand it: it has a subject: cases, case status: open, customer name: Contoso
• The question intent can be resolved and the Bot can list the results of its search.

User's 2nd question: Which ones are P1?

• This question is clearly missing the subject of the question while providing the priority (“P1”); this cannot be understood by the Bot unless there is context.
• The Bot reuses the context determined by the previous question to process the current question.
• As a result, the Bot filters the results previously displayed by priority "P1."

User's 3rd question: How about BA Insight?

• This question is missing the subject, but the value for the customer entity has changed.
• The Bot reuses the context determined by the previously run questions and updates it with the newly found information: customer name changed to "BA Insight."
  
  • The Bot understands this to mean it should display results about P1 open cases submitted by BA Insight. 

Conversation Context Behavior

• The conversation context is cleared out if the user refreshes the page.
• The conversation context is updated if the user switches from one subject to another.

How to Configure the Bot

• To configure the Bot, copy the parameters around line 306 under SH.Bot.DefaultSettings in the file DefaultModuleSettings.js located in the directory <SmartHub_install_dir>\modules\SmartHubResourceLoader.

• Paste these settings into your page's custom settings file (such as "CustomResultsPageSettings.js") and modify the parameters from there.

• Use the following table of Bot Parameters:

Parameters

SH.Bot.CustomSettings = {
  templatePaths: {
    linkTemplate: '/modules/ChatBot/templates/myCustomIntroMessageTemplate.html'
  }
};

SH.Bot.PathsToExclude = [
    ['templatePaths','mainMenuChangeNameOptionTemplate']
];

How to Select what the ChatBot Displays

The options displayed by Bot can be configured via the DefaultModuleSettings.js file located in the directory \modules\SmartHubResourceLoader\.

botActions: {
            'ResumeWork': {
                'label': 'Resume where I left off'.toLocaleString(),
                'jsEvaluator': 'EnableResumeWorkAction',
                'jsHandler': 'ExecuteResumeWorkAction',
                'disabled': false,
                'position': 1
            },
            'GetUpdatesForSavedQueries': {
                'label': 'See new documents for my saved queries'.toLocaleString(),
                'jsEvaluator': 'EnableUpdatesForSavedQueries',
                'jsHandler': 'ExecuteUpdatesForSavedQueries',
                'disabled': false,
                'position': 2
            },

            'TooManyResults': {
                'label': 'I see too many results!'.toLocaleString(),
                'jsEvaluator': 'EnableTooManyResultsAction',
                'jsHandler': 'ExecuteTooManyResultsAction',
                'disabled': false,
                'position': 6
            },
            'BadResults': {
                'label': "I didn't find what I need!".toLocaleString(),
                'jsEvaluator': 'EnableBadResultsAction',
                'jsHandler': 'ExecuteBadResultssAction',
                'disabled': false,
                'position': 7
            },
        },

function ExecuteChangePreferencesAction(){
        if (SH.Bot.fwk.BotMode() != 'standalone')
        collapseBot(null, true);



        const templateParams = objOf('name', getSavedOrLoggedInName())
        const mainMenuGreeting = template(SH.Bot.templates.checkOpenPanelMessage)(templateParams)

        say(mainMenuGreeting);
        var prefTabDetails = {}
        prefTabDetails.id = 'changePreferences';
        prefTabDetails.label = 'Preferences';
        prefTabDetails.jsCode = 'DisplayEditPreferences';
        
        SH.Personalization.Show([prefTabDetails]);
    }

How to Disable the ChatBot (Prevent it From Loading)

To disable the ChatBot you set the BotDisabled parameter to true.

Use the following steps to perform this action:

1. Navigate to the custom settings file that is associated with the page you are disabling the Bot for.
   1. Results Page Example:
      1. For the Results page, your custom HTML file is ResultsCopy.html.
      2. The associated settings file is ResultsCopyCustomSettings.js.
   2. Index Page Example:
      1. For the Index page, your custom HTML file is IndexCopy.html.
      2. The associated settings file is IndexCopyCustomSettings.js.
         
2. Open the component's settings, located around line 306 in "\modules\SmartHubResourceLoader\DefaultModuleSettings.js".
   
3. Copy the setting you want to change, in this case, BotDisabled. 
   
4. Paste the setting into your custom Index settings file on the line where the component setting is located, around line 130 in this case.
   For more information, see How to Customize Your SmartHub User Interface.
   
5. Below is a screenshot of our custom Index settings file.
   The BotDisabled setting is set to "true."  
   
   
   
6. The ChatBot will NOT load as a result of this setting.
   
   1. Changing the setting to "false" reverses the behavior.

How to Remove the Bot from a Page

For more information, see How to Customize Your SmartHub User Interface.

1. Navigate to the custom settings file that is associated with the page you are disabling the bot for.
   

2. Update the PathsToExclude parameter with the path to the file "ChatBot.js", shown in the code block below:

   1. In the IndexCopyCustomSettings.js file, this is around line 15.

   Copy

   SH.Loader.PathsToExclude = [
       "/modules/ChatBot/ChatBot.js"    /*
           ['/modules/Analytics/AnalyticsLoader.js', 'params', 'id'],
           ['/modules/Ribbon/ribbon.css']
       */
   ];

3. Save the file and close it.