feat: implement new webform experience for generative AI #686

jcorreiavale · 2025-10-22T15:14:12Z

Description

There's a new webform experience from answerbot. We already had the autoreply with articles feature that would pop-up a dialog with articles that could solve the users request (check image below), and now with the new experience we have a AI generated answer. This PR introduces this feature.

This feature was already implemented on the HC repository:
https://github.com/zendesk/help_center/pull/32335
https://github.com/zendesk/help_center/pull/32463 (adds the feedback buttons)

ℹ️ A few notes:

This feature is gated by this Arturo answer_bot_new_webform_experience
I had to bump the @zendeskgarden/svg-icons package because I needed the icon @zendeskgarden/svg-icons/src/12/sparkle-fill.svg
All new translations are still in WIP since this is still being worked on.
This new experience will replace the old one if both are active.

Screenshots

🎥 🍿 Demo

copehagen_demo.mov

LTR support
https://github.com/user-attachments/assets/810f8efa-3b24-4f6d-9c35-e16fce8eb797

Mobile support
https://github.com/user-attachments/assets/359d4834-76a9-41d1-be59-319fda1e1c95

Different browsers
Firefox
https://github.com/user-attachments/assets/9b54f4cc-c58d-4a8b-975c-64cc61ab97bf

Safari
https://github.com/user-attachments/assets/5ecd29e3-9d71-4978-9070-1962965cc577

Edge
https://github.com/user-attachments/assets/3e9e0ded-516c-4fc9-bc47-c842cba7cab3

Play-around

Go to https://z3nz3njvale-26.zendesk.com/hc/en-us/requests/new
For subject use: Help
3 For Description use: How do I customize my help center?

Check RTL

Go to https://z3nz3njvale-26.zendesk.com/hc/ar/requests/new
For subject use: مساعدة
For Description use: كيف يمكنني تخصيص مركز المساعدة الخاص بي؟

Accessibility tests (used Zendesk A11y Tools)

Checklist

📗 all commit messages follow the conventional commits standard
⬅️ changes are compatible with RTL direction
♿ Changes to the UI are tested for accessibility and compliant with WCAG 2.1.
📝 changes are tested in Chrome, Firefox, Safari and Edge
📱 changes are responsive and tested in mobile
👍 PR is approved by @zendesk/vikings

src/modules/new-request-form/translations/en-us.yml

gosiexon-zen

Looks good to me 👍

olivia-tsao

Let me know when we are removing wip. Thanks!

jcorreiavale · 2025-10-27T17:00:15Z

ℹ️ Designs have changed, we've decided to remove some confirmation dialogs, this simplified the logic. Asking for re-review, changes are limited to this commit

olivia-tsao

Let me know when we are removing wip. Thank you!

jcorreiavale · 2025-10-28T10:58:43Z

Let me know when we are removing wip. Thank you!

@olivia-tsao We've decided to complete the work on translations, I've removed the wip tag and added the screenshots.

PriscilaAlves

I've tested different scenarios and left evidences in JIRA.
Found one bug:

The sources (list of articles) links are not including the auth_token nor the is_gr_tracking query param. This means that we won't be able to track that the articles were opened, as we do on email experience

src/modules/new-request-form/answer-bot-generative-modal/GenerativeAnswerBotModal.spec.tsx

src/modules/new-request-form/answer-bot-generative-modal/GenerativeAnswerBotModal.tsx

PriscilaAlves

LGTM 👍

zd-svc-github-copenhagen-theme · 2025-11-03T14:48:36Z

🎉 This PR is included in version 4.13.0 🎉

The release is available on GitHub release

Your semantic-release bot 📦🚀

jcorreiavale force-pushed the jcorreiavale/CON-66-hc-implement-dialog-for-the-new-wf-experience branch 4 times, most recently from 3d429e1 to 3cb3ee3 Compare October 23, 2025 11:18

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jcorreiavale marked this pull request as ready for review October 23, 2025 11:54

jcorreiavale requested review from a team as code owners October 23, 2025 11:54

jcorreiavale requested review from a team, PriscilaAlves and rodrigodejesuszen and removed request for a team and rodrigodejesuszen October 23, 2025 11:57

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feat: implement new webform experience for generative AI

c858873

jcorreiavale force-pushed the jcorreiavale/CON-66-hc-implement-dialog-for-the-new-wf-experience branch from e092ff2 to c858873 Compare October 30, 2025 16:21

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jcorreiavale merged commit 7fb7985 into master Nov 3, 2025
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jcorreiavale deleted the jcorreiavale/CON-66-hc-implement-dialog-for-the-new-wf-experience branch November 3, 2025 14:46

zd-svc-github-copenhagen-theme added the released label Nov 3, 2025

feat: implement new webform experience for generative AI #686

feat: implement new webform experience for generative AI #686

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jcorreiavale commented Oct 22, 2025 •

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