Troubleshooting: Answer Bot isn't suggesting articles

If Answer Bot isn't returning any suggested articles, it may be caused by one of the simple reasons below, and a quick fix may resolve it.

• Your trigger conditions aren't being met
• The ticket is not in a supported language
• The ticket is being created from an unsupported channel
• There are no relevant results
• You've added article labels to Answer Bot's allowed articles function
• Your content is restricted
• There are no results for follow-up tickets

Your trigger conditions aren't being met

Some triggers have the condition Ticket: Status is New. However, in some cases new tickets can be created with the status Open which prevents the Answer Bot trigger from firing. Double- and triple check all the conditions set on the trigger to make sure that the actual trigger is firing correctly.

Pro tip: Adding a tag when the Answer Bot trigger fires will ensure that it shows up in the ticket's Events, in the comment stream. If that tag is not being added to the ticket, then the trigger hasn't fired and you can continue debugging why.

The ticket is not in a supported language

Any tickets from an unsupported language will either get no results, or potentially have articles in a supported language suggested. See What languages does Answer Bot support? for an up-to-date list.

The ticket is being created from an unsupported channel

Currently Answer Bot has been designed to primarily work with email, webform, and API channels. Tickets from Chat, social channels, and Voice have been specifically excluded. Based on feedback we received during the EAP, follow up tickets will also not trigger any Answer Bot suggestions. Check your ticket and confirm it's being created from one of the supported channels.

There are no relevant results

If there are truly no close article matches that Answer Bot determines relevant to the ticket content, it won't suggest any articles at all. Make sure that you have relevant, matching articles that should be suggested. Include commonly-used words in the article title and text to boost an article's suggestion chances.

You've added article labels to Answer Bot's allowed articles function

You can restrict the articles Answer Bot suggests by "allowing" it to consider only articles using a particular label. This function is extremely useful, but if used incorrectly it can cause situations where no articles are found. Double check your labels and remove any that aren't needed.

Remember that Answer Bot always considers the requesters access rights

As an admin, you will be able to see all articles within the configure and test tool. Just remember that Answer Bot will only ever send articles to requesters that they have access to - this can create situations where no articles are suggested because they are all restricted in some way to that requester.

There are no results for follow-up tickets

Answer Bot has been specifically disabled for follow-up tickets.