Deactivating Article Recommendations

Note: Zendesk recently updated bot capabilities for Zendesk Suite customers. For more information on this change, see this announcement. If you are on a Zendesk Suite plan, see Using autoreplies in email notifications. Customers on Support Suite plans and other legacy Support products will continue using Article Recommendations as described in this article.

You can deactivate Article Recommendations for email notifications, web forms, or both.

To deactivate Answer Bot emails

1. In Admin Center, click Channels in the sidebar, then select Bots and automations > Article recommendations.
2. Click the Email tab.
3. For each trigger listed in the Answer Bot triggers section, click Edit to open that trigger's admin page.
4. There, you can:

   • Deactivate the trigger by clicking the Options menu icon () and selecting Deactivate

     OR

   • Edit the trigger to remove any Answer Bot-related actions. See Editing and cloning triggers for more information.

To deactivate the Answer Bot web form option

1. In Admin Center, click Channels in the sidebar, then select Bots and automations > Article recommendations.
2. Click the Web form tab.
3. Toggle off Web form channel enabled to deactivate.

Note: If you currently are on a trial for Answer Bot, once your trial is done and you don't subscribe to Answer Bot, the feature will be deactivated automatically.