This feature helps companies reduce their overall Issue volume while maintaining an excellent end user experience. The feature can be toggled on/off in our SDK (iOS v4.9.0 & Android v3.6.0) using the flag- showSearchOnNewConversation.
If the showSearchConversation flag is enabled, the user will be taken to a view which shows the search results relevant to the conversation text that they have entered upon clicking the ‘Send’ button. The default value is false/off, which means no relevant search results from the FAQ will appear when the user starts a new conversation.
How it works:
- When showSearchOnNewConversation is enabled, a user can file a conversation as normal.
- Once a user has completed filling out the form, they can press ‘Send’ which loads a screen that shows related FAQs. These FAQs result from keyword searches. If no results are available, then the Issue will be filed directly.
- A user can view the related FAQs and find one that answers their question.
- Alternatively, a user can go back to the FAQs list and press ‘Send Anyway’ to file the Issue.
Please note: this flag is applicable from iOS version 4.9.0+ and Android v3.6.0+.
Please note: The idea behind the showSearchOnNewConversation feature is that a user should tap ‘Help,’ enter a chat window, and see search results as they type.
If your app forces the user to search FAQs before reaching your in-app contact form, they won’t see search results when they start typing their message.