Question
I noticed the bot only recommends articles or generates a reply when an end user asks a question twice. What is causing the behavior?
Answer
This is expected behaviour when you enable generative replies or article recommendations. If the bot needs more information to match an intent or answer or identifies a low-confidence intent, and you enabled If the bot needs clarification, an automated response is first sent to end users to ask for clarification, rather than the expected article list.
To avoid that first clarification question, you can disable that feature.
For more information, see the article: Viewing and editing general bot settings.