When you open a conversation in Desk, Formspring looks through your knowledge base for articles that probably answer it, so you can reply with a link or the answer text in one click instead of retyping.
Where suggestions appear
In the right column of a conversation, under the contact, you see Suggested articles. Each shows the article title and a short line - its collection and how many people it has helped ("helped 12 people"), or "Team only" for internal articles. The list only appears when something matches.
Suggestions are found by matching the words in the conversation's subject and preview against your published articles. Titles weigh most, then the summary, then the body. It is a plain keyword match, so clear titles and summaries make better suggestions. Up to three are shown.
Insert a suggestion
Click a suggestion. It is added to the reply box in the composer, and the composer switches to Reply if you were writing a note. Edit the text before you send.
- A public published article inserts a link to it on your help center.
- A team-only article, or one that is not public yet, inserts its text instead, because the customer cannot open it.
Search for another article
If the suggestions miss, click Insert article in the composer and search "the knowledge base". With nothing typed you see your most-read articles. Pick one to insert it the same way. Team-only articles show up here too, labelled "Team only" - they are visible to your team in Desk and never on the public help center.
What gets counted
Each time you insert an article into a reply, Formspring counts it. You see the total as Inserted in replies on the article's page, which tells you which articles your team leans on. See Article stats.
Keep suggestions useful
- Write the title the way customers phrase the question.
- Fill in the one-sentence summary.
- Publish the article - drafts are not suggested.
- Watch "Asked in Desk, not answered yet" on the Knowledge base page and write those articles first.