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What are Nanorep Contextual Answers?

Contextual Answers Overview

Nanorep Contextual-Answers™ is a revolutionary automated solution that delivers context-based answers to your customers.

Web visitors who ask the exact same question will receive different (relevant) answers based on segmenting information you have for each user. You can segment contextual answers for visitors according to:  the specific product or page that they are currently viewing, their subscription type (free/premium), their digital click stream, account balance, age, gender and even their geographical location.

Nanorep Contextual-Answers™ helps drive sales and conversion rates, while simultaneously reducing site abandonment.

Implementing Contextual Answers (Nanorep settings)

Overview: There are two types of objects that can have contexts associated with them: the user and an article. Each can have none to several context values.

  • The context of the user is set by the entity calling the Nanorep interface, for instance a parameter set as product = hotels on a script that calls the in-journey widget on web pages that deal with hotel related processes
  • An article's title may have several answers, each of which is mapped to one or more context values. So for the question "How do I change my reservation?" there could be one answer that is mapped to flights and another that is mapped to hotels and cruises.

Steps for setting up context:

1. Contact your Success Manager to enable the contextual answers feature in your account, and to add the context categories in your knowledge base.

2. Configure the context settings as detailed below.

3.  Add the context definitions to the scripts calling the Nanorep interfaces as applicable.

4. Adapt the content in the articles repository so it is context sensitive. Read the instructions here.

Step 2: Configuring the context settings:

There are 3 ways to implement Contextual Answers with Nanorep.

To control these settings, go to Settings => Knowledgebase => Context tab.

The "Article context" field has 3 options:

Not required - Articles with context will appear on generic pages. Meaning that the article context is not mandatory and all articles with specific context will appear on pages without context. 
This configuration may be useful when receiving context from the referrer without creating an impact on the information that is being presented.

One value required - Articles with context will not appear on generic pages, unless additional configuration settings are addressed (see Detect from user search below) . Articles with multiple context values will appear on pages with a single value. For example: A website page calls for context with 3 context values: shoes, dresses and shirts. An article in Nanorep with a single context value for that category such as dresses will be displayed.

All values required -  All context values must match in order for an article to be displayed. For the example above, the website page calls for context with 3 context values: shoes, dresses and shirts. An article in Nanorep with a single context value for that category such as dresses will not be displayed. 

Additional Contextual Settings:

Visible in widgetIf enabled, the context of the article will be displayed in the widget.

Auto-learn - the context is added automatically to a new article when it is created based on a voice or a ticket.

Visible in Knowledge Base and Publishing Center - If enabled, the context is presented as a column on the article list and the context values for each article appear on this column. The content manager can then search for the articles with specific context values.
 
 
Visible in Tickets - If enabled, the context is presented as a column on the tickets' list. Regardless the context of the user is carried over into a Nanorep ticket and presented within the detailed ticketing interface. The context could also be forwarded to 3rd party ticketing systems.
 
Detect from user search - if not specified by the script on page, the context value is extracted from user search if the context value is explicitly mentioned (e.g. how do i cancel the order on the app) or by presenting a dialog and soliciting the context from the user. 
 
Allow public access - the context values can be accessed and retrieved through an API request to be shown on the context dialog.
 
Full value required - matches user's context value in its entirety.

Each word is a unique value - check this in case you are using single words or strings to represent context values. If feasible, this option is recommended. Otherwise there could be ambiguity if a combination of words is related to a single context value or to multiple context values. For instance iPhone S6 may represent one context value across device context or two context categories one for device and another for version.

Add names of attributes/specification to be used as context - in case the context values are to be picked up from a variable that is already defined on the webpage, capture the variable name in this field. 

Context value selection - capture the optional values for the context. These will be then made available when mapping articles to context categories and values.

Text prompt in widget - this text will be presented to solicit the user's context in the context dialog mentioned above.

Step 3: Implement Contextual Answers' API Code in your Website:

 
Once your knowledgebase is categorized and is set up to work with contextual answers, the next step is to add the contextual answers' API code to your website. 
 
1. Locate the Nanorep widget script on your web page.
 
Example:
 
<!--do not modify this script -->
<div aria-live='polite' id='NanorepEmbedContainer'></div><script type='text/javascript'>var _nRepData = _nRepData || []; _nRepData['kb'] = '50474688';
/* API here */;
_nRepData['embed'] = {account:'arieldemo', container: 'NanorepEmbedContainer', width:400, maxHeight:500, dynamicSize: true, cdcFrame:'', cdcVersion:3, scriptVersion: '2.55.1.18'};(function(){var windowLoadFunc = function(){var _nRepData = window._nRepData || [];_nRepData['windowLoaded'] = true;if (typeof(_nRepData['windowOnload']) === 'function') _nRepData['windowOnload']();};if (window.attachEvent)window.attachEvent('onload', windowLoadFunc);else if (window.addEventListener)window.addEventListener('load', windowLoadFunc, false);var sc = document.createElement('script');sc.type = 'text/javascript';sc.async = true;sc.defer = true;sc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'my.Nanorep.com/widget/scripts/embed.js?account=arieldemo';var _head = document.getElementsByTagName('head')[0];_head.appendChild(sc);})();
</script>
 
2. Add the contextual answers' API under the /* API here */; comment, adding the category name and value in the following format:

Example:
 
<!--do not modify this script -->
<div aria-live='polite' id='NanorepEmbedContainer'></div><script type='text/javascript'>var _nRepData = _nRepData || []; _nRepData['kb'] = '50474688';
/* API here */;
 

_nRepData["context"] =

{

  "manufacturer": "sony",

  "productId": "12400"

}

_nRepData['embed'] = {account:'arieldemo', container: 'NanorepEmbedContainer', width:400, maxHeight:500, dynamicSize: true, cdcFrame:'', cdcVersion:3, scriptVersion: '2.55.1.18'};(function(){var windowLoadFunc = function(){var _nRepData = window._nRepData || [];_nRepData['windowLoaded'] = true;if (typeof(_nRepData['windowOnload']) === 'function') _nRepData['windowOnload']();};if (window.attachEvent)window.attachEvent('onload', windowLoadFunc);else if (window.addEventListener)window.addEventListener('load', windowLoadFunc, false);var sc = document.createElement('script');sc.type = 'text/javascript';sc.async = true;sc.defer = true;sc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'my.Nanorep.com/widget/scripts/embed.js?account=arieldemo';var _head = document.getElementsByTagName('head')[0];_head.appendChild(sc);})();
</script>
 
3. Test the contextual answers' ability, by searching for an answer with contextual values.

 
Implementing Context in support center:
The context is saved within the cookie of the browser. Therefore, the first time the user is using the support center, we need to provide the page with the context. This is done by adding a query section in the support center URL. The query is build of the name of the context as defined in the console equals (=) the value of the context, so if for example, the support center url looks like this: mydomain.com/mysupportcenter.html  and we also set up a context named "country", then the support center URL should look like this: mydomain.com/mysupportcenter.html?country=usa, or, if the URL already had a query , then we need to add to this query, using the & separator e.g.: mydomain.com/mysupportcenter.html?ver=3&country=usa
 
 
Implementing Contextual Answers Within FAQ:
 
In Nanorep, you can display a list of answers in the Embeded and the Floating widgets. 
The list of answers in the widgets, are sorted by the most popular.
Besides displaying the general answers, you can also choose to display answers from a specific context.
 
1. Go to Guided Journeys => Touchpoints > Click on the "Personalize" button on the embedded widget, or floating widget.
2. Choose the appropriate knowledge base or URL, and in the widget settings go to the "FAQ" tab.
3. Click on the "Add FAQ List" button.
4. Under "Context Filtering", choose "Use Page Context".
5. Underneath that, in the "Required Context" field, choose the value of the context.
For example, in our case it is "productID".
 
 
Now the most popular questions in that context are displayed in the widget.