How are email scanning tools handled with Answer Bot? Customers often use tools like Proofpoint or FireEye to scan emails and check links for security purposes. I am concerned scanning tools will click the links sent in email notifications and cause false Answer Bot resolutions or rejections.
No, scanning tools do not interfere with Answer Bot in email notifications. Even if an email scanning tool opens an Answer Bot suggestion, there is a second click the user must make once the article opens in the help center to confirm they would like to close the case. This second click is where a resolution or rejection comes from and would be safe from any scanning tools.
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