I'm trying to select the option Show help center articles when adding a step in the bot builder but it's disabled.
Is it possible to display articles from a non-public help center in the bot builder?
No, the bot builder isn't able to present articles if you restrict your help center visibility. An active, public help center is required and article visibility must be set to Everyone.
For more information on this flow step and an example, see the article: Understanding answer flow step types.
This seems like a huge limitation. For Help Centres which require sign in, we can't use Flow Builder. It would be great if we could add authentication in Flow Builder. This would allow users to login, create an account, or choose whatever options offered. Without it, the bot is pretty limited and un-useable.
It would be a great help if there was a setting configuration to allow the articles to be able to be used. We were looking into using this feature (messaging / flow builder) for our internal knowledge base and will not be able to since our knowledge base is behind a user segment. I've posted a feature request of this nature.
It will only authenticate users in Messaging. However, even fully authenticated, flowbuilder can only utilize articles that are publicly available for article recommendations. We have improvements on 2023 that will add the capability to Article Step to restrict content based on user segment.
Hi Miles Ilog i think this article is in conflict with the article "Authenticating end users in messaging for the Web Widget" https://support.zendesk.com/hc/en-us/articles/4411666638746 that offer the ability to autenticate the user and so to let work the answer bot flow builder?
Please sign in to leave a comment.