How to edit the "No search result" message

To set up a hyperlink to the "No search result" message, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to customize.
  3. Choose the appropriate URL, or knowledge base.
  4. On the Texts & Colors tab, edit the "No search result" field. You can add a HTML hyperlink to this field, to another page.

No results for '{QUERY}'. Try a different phrasing or send an email. < a href="" >Click here< /a >

It is also possible to add additional HTML tags, such as font color, font size and font style.

You can also define rules based on "no search result" state. For example: offer to open a ticket or start a chat with an agent, if the customer has not received an answer to his query. Follow this link to learn how to do that: How do I define channeling policy?