Enabling AI-Suggested Answers and Knowledge Base Articles in Email Notifications

Automatically resolve customer queries by enabling AI-suggested answers and Knowledge Base articles in your email notifications. Follow these steps to set it up:

1. Navigate to Admin > Email Notification > Contacts Tab.

2. Click on the New Ticket Created event.

3. Placeholders related to AI Copilot’s suggested answer and articles:

   • ticket.aicopilot.suggested_answer - Returns the AI-generated answer based on the user’s query, using sources such as your Knowledge Base, Custom Answers, web pages, or files uploaded for AI use.
   • ticket.aicopilot.suggested_articlelist - Provides a list of relevant article links related to the user’s question.
   • ticket.aicopilot.suggested_articlelist_count - Returns the number of suggested articles, useful for adding conditional logic in your email templates.

4. You can use the following template to suggest relevant articles to customers:

{% if ticket.aicopilot.suggested_articlelist_count != 0 %}
In the meantime, we found the following articles that might help resolve your problem. Please take a look.
{{ticket.aicopilot.suggested_answer}}
{{ticket.aicopilot.suggested_articlelist}}
{% endif %}
Thanks,
{{helpdesk.brand.name}} Team

Once configured, AI will automatically resolve new tickets by suggesting relevant articles. You can also use conditional logic with Liquid to customize the content based on whether a Knowledge Base link is present.