This document is for search shortcuts as implemented in flowcharts and checkflows, which are legacy flow types. If you do not have existing flowcharts and checkflows, we recommend you disregard this document and visit Understand search - Search shortcuts instead, which discusses the new version of this functionality.
Search shortcuts are links in the assistant that take the user directly to commonly-needed information. If there are particular product issues or support requests that come up frequently, this can save time by presenting that information without requiring the user to navigate the flow or even perform a search.
In flows that use free text search, up to five shortcuts are displayed before the user enters any text. Only nodes which are available as search results will be displayed in this list.
The list of shortcuts can be controlled automatically or manually. We recommend allowing Mavenoid to automatically optimize the list based on user behavior. This results in shortcuts that users have previously found useful being shown more often and higher in the list. If desired, you can instead manually specify which shortcuts are displayed in what order.
Automatic shortcut optimization
Each time a shortcut is displayed, we track whether or not it is clicked. Shortcuts that are clicked a higher percentage of the times they are displayed are then displayed more often and higher in the list. Shortcuts also receive a slight boost if they lead to steps or symptoms that have been visited frequently in previous sessions, if that data is available for this flow.
To ensure that useful shortcuts are not missed, every conversation has a 20% chance that one of the bottom three shortcuts will be exchanged with a different randomly-selected shortcut. This gives every shortcut a chance to be surfaced, receive clicks, and get properly tracked as a useful shortcut.
See Configure search shortcuts - Automatic shortcut optimization for how to enable this behavior.
Manual shortcut ranking
If you know exactly which search shortcuts your flow should display and in what order, you can instead specify this manually by setting a shortcut rank on each flowchart option or checkflow symptom you want to include.
See Configure search shortcuts - Manual shortcut ranking for details.