Find an Answer: How Users Can Receive Delayed Answers

Whenever the user asks the bot a question that's not understood, he can submit the question for a delayed answer.

User Perspective - Asking Questions

Interacting with the bot, the user asks a question.

If the bot cannot provide an answer to the question, the user is prompted to either:

  • Submit the question to the Administrator and get notified if/when an answer is provided.
    or
  • Ask a different question

An example of an unanswered user question appears below:

  • If the user submits his question, he may be asked to identify the question "intent."

My Questions

All the submitted questions, including both Answered and Unanswered questions can be viewed under the "My Questions" section. See the following graphic.

Answered Question

If the Administrator answered one of user's questions, the user is notified with an exclamation point next to "My Questions." See the following graphic.

Administrator Perspective

The configuration file can be found in the directory \modules\UserQuestions\UserQuestionsSettings.js.

Caution: The configuration file must be used only as an example. Do not modify the configuration file! The file is overwritten when SmartHub is upgraded.

All changes to the settings should be done using the custom settings file created for the page.

Settings Example

Copy 
SH.UserQuestionsSettings = {

    BotDelayedAnswersDisabled: "false"
};


Setting Name Default Value Description
BotDelayedAnswersDisabled false

true – delayed questions is disabled

false – delayed questions is enabled
MyQuestionsPanel  My Questions Panel label
AnswerQuestionsPanel  Answered Questions Label in panel
AnswerQuestionsSectionTitle  The Admin has answered these questions Label in panel
UnanswerQuestionsPanel  Unanswered Questions Label in panel
UnanswerQuestionsSectionTitle  The Admin has not answered these questions Label in panel
QuestionsAlertMessage  Your questions have been answered Panel alert message
BotAlertMessage  Check out your questions below! Bot alert message
DeleteQuestionWarnMessage  Are you sure you want to delete this question? Warning message delivered when user deletes question.
LoadFailedMessage  Could not load your questions. Question load failure message.
UserPreferencesTemplate /modules/UserQuestions/UserQuestionsTemplate.html Template used for setting user preferences.
UserProfilePropertyName MyQuestionsUpdate Property name in user profile
DefinedQuestions {
1:"Show me my P1 cases",
2:"Show me weather in Boston"
}		 Predefined list of questions that will be listed in bot when user clicks on "What can I ask"

Helper Bot Questions

  • The Administrator can view all the questions submitted by his users by going into the SmartHub Administration site and clicking the Helper Bot Question link on the side of the page.
  • By default, Answered questions are filtered out.
  • Answered questions can be retrieved by clearing the Status filter at the top center of the page, shown in the graphic below:

Question Details

The following columns can be used to filter/sort question information.

  • Question: Question text.
  • User Name: Name of user who submitted the question.
  • (Question) Status:
    • Answered
    • Unanswered
    • Rejected
  • Page: Search center page
  • Intent: Suggested intent

Actions

Using the options in the Actions column, the Administrator can:

  • Train
  • Test: This option opens your SmartHub site with the question results shown.
  • Delete: Delete the question.
  • Resolve: The response you select is displayed when the user tries to test the question.
    Available resolutions include:
    • Unanswered:Response is fixed: "We are sorry. We don't have an answer for you."
    • Answered: Response is fixed: "We are sorry. We don't have an answer for you."
    • Rejected: Response is editable.

How to Change Question Status

Under the Actions column, select>"Resolve" to change the status of a question, as detailed above.

Whenever a question status is changed, the user who submitted the question is notified.