Search Suggestion Events (Search / Assist )¶

The Search tab offers suggestions for the Agent's query. The search results feature various data presentations, such as articles, FAQs, and snippets. This diversity helps the agent find relevant information quickly and efficiently and allows the agent to quickly find and select the most appropriate response to send to the user.

There are two types of search suggestions– SearchAssist results and FAQ.

You can configure SearchAssist in Agent AI to get SearchAssist responses. In SearchAssist, there are different categories like Articles, Snippets, and files objects.

Search events¶

MENU_TEMPLATE¶

This event lists enabled suggestions from the configuration. Click the Run button to initiate dialog execution in the assist tab.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'MENU_TEMPLATE'){
        // Customize the menu template if required.
       }
});

SEARCH_INPUT¶

This event customizes the search text in the Input box and typeahead.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
        if(payload.event === 'SEARCH_INPUT'){
        //customize html if required
        }
});

ARTICLE_TEMPLATE¶

This event customizes the search result for the Agent query where the article contains the array of object data.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'ARTICLE_TEMPLATE'){
        //customize article suggestion template html in assist tab if required

    }
});

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'SEARCH_ARTICLE_TEMPLATE'
'){
        //customize search article suggestion template html if required

    }
});

Tip: An article is a web page or a specific piece of content that provides detailed information of a particular topic. When users enter search queries, it retrieves relevant articles from various websites. These articles are then displayed in the search results, often with a title, URL, and a brief snippet or description that summarizes the content.

SNIPPET_TEMPLATE¶

This event customizes the search result containing snippets.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'SNIPPET_TEMPLATE'){
        //customize snippet suggestion template html in assist tab if required

    }
});

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'SEARCH_SNIPPET_TEMPLATE'){
        //customize search snippet suggestion template html if required

    }
});

Tip: A snippet is a brief description or summary of a web page that appears in the search engine results, usually providing a glimpse of the content on the page and also a short excerpt from a larger document or conversation. Snippets are often used to provide a quick reference or highlight key information. Kore uses the following types of snippets to display content:

Active_citation_snippet or citation_snippet
Paragraph_snippet
List_element_snippet
Headings_snippet

Note: Every snippet contains content. However, content varies based on snippet type.

FILE_TEMPLATE¶

This event customizes the search results that include files.

Within the event:

Summary of the file's content is provided to give users a quick overview.
It contains hyperlinks that enable the file to be opened in a new tab.

This feature ensures that users can easily access and review the file without disrupting their current workflow. By offering both a summary and a link, the event enhances the usability and efficiency of the search results.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'FILE_TEMPLATE'){
        //customize file suggestion template html in assist tab if required

    }
});

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'SEARCH_FILE_TEMPLATE'){
        //customize search filesuggestion template html if required
    }
});

FAQ_TEMPLATE¶

This event provides FAQ response results (questions with answers) for Agent queries.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'FAQ_TEMPLATE'){
        //customize faq suggestion template html in assist tab if required
    }
});

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'SEARCH_FAQ_TEMPLATE'){
        //customize search faq suggestion template html if required
    }
});

DIALOG_TEMPLATE¶

This event provides Dialog suggestions for Agent queries/ User queries. Click run button to initiate execution on assist tab.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'DIALOG_TEMPLATE'){
        //customize dialog html in assist tab if required
    }
});

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'SEARCH_DIALOG_TEMPLATE'){
        //customize Search dialog html if required
    }
});

ASSIST TAB SECTION¶

ASSIST_EMPTY_TEMPLATE¶

Displays an empty message when the assist tab holds no data and welcome messages.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => { 
           if (payload.event === 'ASSIST_EMPTY_TEMPLATE') {
 // Customize assist empty template if required.
     }
});

ASSIST_HEADER_LEFT_SECTION¶

Displays the dialog and step name during dialog execution.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'ASSIST_HEADER_LEFT_SECTION'){
        // Customize left section of the assist header if required.
       }
});

ASSIST_HEADER_RIGHT_SECTION¶

Displays buttons for List view and Terminate.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'ASSIST_HEADER_RIGHT_SECTION'){
        // Customize right section of the assist header if required.
       }
});

WELCOME_MSG_TEMPLATE¶

Displays all suggestion types (dialogs, articles, files, FAQs, and snippets) that were triggered by user responses.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'WELCOME_MSG_TEMPLATE'){
        // Customize welcome message template if required.
       }
});

WELCOME_MSG_TEMPLATE¶

Displays welcome messages on widget landing to greet the customer.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'WELCOME_MSG_TEMPLATE'){
        // Customize welcome message template if required.
       }
});

ASSIST_SUGGESTIONS_TEMPLATE¶

Displays all suggestion types (dialogs, articles, files, FAQs, and snippets) triggered by user responses.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'ASSIST_SUGGESTIONS_TEMPLATE'){
        // Customize assist suggestions template if required.
       }
});

FAQ_EXPAND_CLOSE_TEMPLATE (SEARCH and ASSIST SUGGESTIONS)¶

Displays only the top answer initially. Expand to extract more answers by clicking the Expand button and click the Close button to Collapse answers.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'FAQ_EXPAND_CLOSE_TEMPLATE'){
        // Customize FAQ expand/close template if required.
       }
});