Assistant Building

Search nodes let users describe their issue in their own words. The assistant searches all searchable nodes in the flow and shows the best matches; clicking a result takes the user straight to that node.

When the flow reaches a search node, the assistant displays a text box asking the user to describe their request. Once text is entered, it searches the entire flow for relevant content.

Because this helps users skip unnecessary steps, it’s often best to place a search node at the start of a flow, connected directly to the start node.

Search Types

There are three types of search that can be used: Guided, Hybrid, and Generative.

You should choose a search type that best meets your objectives.

If the aim is to work through complex troubleshooting steps that need precise guidance, Guided Search may be the best option.

If you want to deliver fast answers with a more conversational experience, then Generative Search will prove useful.

Hybrid Search is the best of both worlds. Allowing you to rely on structure where necessary and enhancing resolution time for users.

Search scope

A node must be searchable to appear in results. Edit the node and toggle “Include in Assistant search.”

Searchable nodes show a small magnifying glass jump target, meaning they can be reached directly from search.

Symptoms appear in results using their Symptom description, not the “Question to user.”

Only symptoms, solutions, choice lists, questions, smart assets, and message nodes are searchable.

Symptom and Smart Asset nodes are searchable by default; all other node types are not.

Search shortcuts

Up to five search shortcuts are displayed before the user enters any text, allowing commonly-used information to be surfaced more quickly. 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.

The shortcuts to display can be chosen and reordered by editing the search node.