topic Re: Tagged articles take priority in Tickets & Conversations

Tagged articles take priority

JimyMason — Tue, 10 May 2022 02:40:36 GMT

In Hubspot, there is the feature to add tags to articles. The idea being that the tag will help associate users and visitors to your knowledgebase to the right articles. It should also improve the accuracy of your chatbot's KB lookup.

The issue
In regards to the articles that are shown, the title of the articles is given preference over the tags. This is odd given you've gone through the effort of manually tagging articles, ensuring the article is exactly the right one based on the keywords the visitors has used.

The chatbot's Knowledgebase lookup is affected worse so, because it is limited to 3 results. If you have articles like "how do I..." and the customer enters those words, the chatbot will pick up random articles with the title starting "how do I..." rather than the rest of the query "how do I log in to my account".

Suggestion

Give tags a higher priority than title.

Re: Tagged articles take priority

kvlschaefer — Tue, 10 May 2022 19:43:33 GMT

Hi @JimyMason,

Thanks for your feedback! This would be a helpful feature 🙂

I would highly recommend you to please post this idea in our ideas forum.

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

Cheers,

Kristen

Re: Tagged articles take priority

HOstrowski — Tue, 22 Nov 2022 16:08:55 GMT

Hi,

Did HubSpot take this issue forward?

Thanks, Heidi

Re: Tagged articles take priority

JimyMason — Tue, 22 Nov 2022 19:37:45 GMT

@HOstrowski Nope, got not interest or upvotes on this 😞