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AptEdge Self Service Setup Guide

Rich Hubbard
Updated

Install AptEdge into your product, your help center, or internal portal to provide your customers and employees with instant answers to support questions. It is powered by the same AI that your support team has trained, using a configurable subset of knowledge that you choose.

Installing AptEdge into your website

Adding AptEdge to your web app is simple — it just takes a few lines of code.

Get the AptEdge install script

  1. Open AptEdge in your browser (https://{your-tenant}.aptedge.io).
  2. Navigate to Settings > Self Service App.
  3. Under the Integration section, expand JS Snippet Integration Code.
  4. If the API key hasn’t been generated, select Generate API Key.
  5. Copy the JavaScript snippet by selecting the Copy button. You’ll be adding this copied snippet to your website.

Add AptEdge to your web app

Choose the guide that applies to you. Please reach out to your Customer Success Manager if you need help adding AptEdge for another site — we’re happy to help!

Add Self Service to Salesforce

Add Self Service to Zendesk

Add Self Service to your web app

 

Configure the Self-Service Experience

Enable knowledge sources

Only choose to show knowledge from sources that are safe to share with every customer. 

  1. Open AptEdge in your browser (https://{your-tenant}.aptedge.io).
  2. Navigate to Settings > Self Service App.

Show all knowledge from a source

  1. Under Knowledge Sources, select a knowledge source.

  2. Select Show all results from…

  3. Press Save.

Show a subset of knowledge from a source

  1. Under Knowledge Sources, select a knowledge source.
  2. Choose Add Rule.

  3. Select the fields, conditions, and values that you want to filter.

  4. Press Save.

Configure the App

Set a welcome message

  1. Under General Settings, set a brief welcome message that users will see when they first open up the AptEdge app on your site, such as “Ask {Your Company} support”.

Direct users to additional support

  1. Under General Settings, set a URL that users can visit for additional support. This can be your Help Center, your ticket submission form, or even a link to get in touch directly with the support team over chat.
  2. Set a brief message indicating where the URL goes, such as “Reach out to {Your Company} support”.

Proactive Answers

Proactive Answers automatically proffers AI answers as your users navigate your website, helping simplify the need to educate and retrain users to use AptEdge. It is triggered when users type into search fields, ticket submission forms, and other input fields that you specify.

Decide which input fields trigger Proactive Answers

Proactive Answers triggers on <input> elements based on the id or class that you specify. In Chrome:

  1. Navigate to your website.
  2. Right click on an input element, then choose Inspect.
  3. Note the unique id and/or class values for the element. For example, in the element <input id=”query”>, we want to trigger on input fields where id is equal to query.
  4. Repeat Steps 2-3 for each input element you want to use.

Enable Proactive Answers

  1. Open AptEdge in your browser (https://{your-tenant}.aptedge.io).
  2. Navigate to Settings > Self Service App.
  3. Under General Settings, turn on Enable proactive answers.
  4. Under Proactive Answers is enabled for all input fields matching these ids or class names, enter a comma-separated list of id and class values.

Prepend # to id values, and prepend . to class values.

For example, entering #search-field-1, #search-field-2, .search would match on any of the following input elements:

```jsx
<input type="text" id="search-field-1" class="hello" />
<input type="text" id="search-field-2" class="goodbye" />
<input type="text" id="other" class="search" />
```

  1. Choose Save.

Enable Proactive Answers for specific URLs

By default, Proactive Answers is enabled on all pages where you've installed the Self Service app. Add URLs to enable it only on specific pages.

These paths can contain wildcards:

  • A * wildcard will match any string at that level of nesting. For example, aptedge.io/*/index.html will match aptedge.io/products/index.html and aptedge.io/analytics/index.hml, but not aptedge.io/people/new/index.html.
  • A ** wildcard will match any string at any level of nesting. For example, aptedge.io/**/index.html will match aptedge.io/products/index.html, aptedge.io/analytics/index.hml, and aptedge.io/people/new/index.html.
  • Paths can contain zero or multiple wildcards. For example, aptedge.io/careers and aptedge.io/careers/**/new/* are both allowed.

Enable Proactive Answers only for authenticated users

By default, Proactive Answers is enabled for all users that can use AptEdge on your website.

You may choose to enable it only for authenticated users:

  1. Make sure you’ve set the authenticated user’s information in the user key of the install script.
  2. Under General Settings, turn on Enable only for authenticated users.
  3. Choose Save.

With this setting enabled, AptEdge will only appear when the user key is non-empty. It’s a binary condition, and won’t distinguish between user IDs or levels of authentication.

Set a monthly budget

You can set a limit on the number of queries you wish to allow each month. Once your usage exceeds this limit, the AptEdge widget is automatically hidden from your website.

  1. Under Limits > Monthly budget, set a whole number between 0 and your maximum usage limit.
  2. Choose Save.

Set ticket metadata

When users file tickets through AptEdge, they are asked to share their email address, a title, and a description of their issue. You can also specify default values for additional fields — such as tags, organization IDs, and other custom fields — as key-value pairs in the ticketFields dictionary within the user key.

The keys are generally the API values of the ticket fields in camel casing. For example, the API value organization_id becomes organizationId. See the Salesforce Case API and the Zendesk Tickets API for reference.

For example, this is how you might set the tags, organization_id, and custom_fields in a Zendesk ticket:

const aptedgeConfig = {
  apiKey: "API_KEY",
  instanceName: "INSTANCE_NAME",
  user: {
	  name: user.name,
	  email: user.email,
	  ticketFields: {
		  tags: ["AptEdge", "Tag2"],
		  organizationId: 23,
		  customFields: [
			  {
		      "id": 27642,
		      "value": "745"
		    },
		    {
		      "id": 27648,
		      "value": "yes"
		    }
		  ]
	  }
  }
};

Please reach out to your Customer Success Manager if you need help setting a particular field.

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