Issue symptoms
My AI agent with generative replies configured is not able to generate answers from help center articles. Instead, my AI agent sends an error message that says: Sorry I couldn't find a good answer to your question.
Resolution steps
For the AI agent to generate answers from public content, both of the following must be true:
- Your help center must have the setting Require sign in disabled
- The articles you want your AI agent to generate answers from must have viewing permissions set to Visible to everyone
For the AI agent to generate answers from restricted content, you must configure authentication for for end users for messaging. Without authentication, the AI Agent won't know which articles the user can view, and thus won't know which articles it is allowed to generate answers from.
For more information, see these articles: