How to Enable AI-Suggested KB Articles in Email Notifications

Automatically resolve customer queries by enabling AI-suggested 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 articles:

   • ticket.aicopilot.suggested_articlelist
   • ticket.aicopilot.suggested_articlelist_count

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_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.