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    Trine Larsen
    Smart Assistant suggestions appears twice in auto-responsesAnswered
    Topic posted September 23, 2019 by Trine LarsenRed Ribbon: 250+ Points 
    25 Views, 3 Comments
    Title:
    Smart Assistant suggestions appears twice in auto-responses
    Summary:
    SmartAssistant suggestions appended to email displayed twice
    Content:

    Hi

    I'm currently working on appending our Smart Assitant to our email auto-responses. 

    I made a business rule that appends the Smarts Assistant suggestions to the response message that is sent to the customer. But, no matter what I try, the message is included twice in the response for the customer.

    I have attached a screenshot of an example. I know it's in Danish, but the part with the links is the Smart Assistant linking to answers.
    1 in the screenshot is where or regular "greeting" message is displayed, just the way we set in up in "Message templates".
    2 in the screenshot is the part of the incident thread where Smart Assistant suggestions are added.

    I would like for this particular message to only occur once. I did think of making a condition in our "Message templates" to see if that would remove the number 1 in the screenshot, but I would prefer that the note added to the incident thread wasn't sent. 

    Does anyone have the slightest idea of what I'm doing wrong here?

    And please let me know if you need any further screenshots or explanations.

    Version:
    18D (test environment)
    Image:

    Best Comment

    Trine Larsen

    I finally figured this out!

    The reason for the SmartAssistant suggestions appearing twice in the customer mail was found in "Message Templates".

    This is how it was fixed (Sorry that that text in our system is in Danish but I hope you get what I mean):

    Comments Are Closed

     

    • Sebastiaan Draaisma

      Hi Trine

      Nr 2 is inserted by a business rule (the give away here is that it's inserted by the Administrator)
      Nr 1 is most likely also inserted through a business rule (with the append to thread)

      My best advice is to check the rule log to see which rules have been triggered (if you have many rules). This way you know which ones to check
      Also read these ones:

      Feel free reaching out, jeg tala lite norska

      • Trine Larsen

        Hi Sebastiaan

        Thanks for commenting.

        I have checked both of the links you shared, and my rules are set up similar to what is described.
        Well, almost. But when I made the changes so that my rule was exactly like in the answers, my SmartAssistant standard text was the one that popped up on customer portal and I don't want that. And the suggestions wasn't appended to the email.

        I have tried different combinations and minor adjustments, but can't seem to wrap my head around why the text appears twice. So you are correct that nr. 2 is because of a business rule - this is the part that is triggered by the Smart Assistant business rule. 

        I think I will experiment a bit further and see if I might have to make a condition in our message templates, to avoid the text appearing twice since none of my business rules had the answer. Luckily I don't have that many to go through :-)

        But thanks for your inputs. I will update when I figure it out :-) 

    • Trine Larsen

      I finally figured this out!

      The reason for the SmartAssistant suggestions appearing twice in the customer mail was found in "Message Templates".

      This is how it was fixed (Sorry that that text in our system is in Danish but I hope you get what I mean):