Question

Can I turn off article suggestions in my AI agents for messaging (Legacy)?

Answer

Yes, you can turn off article suggestions for messaging. To do that:

  1. Navigate to the Admin center > AI > AI agents > AI agents
  2. Open your AI agent

  3. In the Messaging behaviour tab, click the If the AI agent finds relevant information section to expand, and select Don't answer based on articles

    Turn off Don't answer based on articles for the AI agent

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.
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