Question
How do I set up an AI agent to respond only with content generated from my help center instead of using intents?
Answer
You can set up your AI agent so that it responds only with generated answers from your knowledge base and not through intents. To do so, remove any unwanted answers from each of your AI agent's messaging behavior configurations.
Navigate to Admin center and open AI > AI agents. Select your AI agent and, under the Messaging behavior tab, remove any unwanted answers that are sending users to specific intents.
You can also deactivate intent detection in your intelligent triage settings if you do not want to apply any intent classification to incoming tickets. To deactivate this setting, navigate to Admin center and open AI > Intelligent triage > Intent.
Click Manage settings and deselect the checkbox next to Detect intent.
For more information about configuring your AI agent behavior, see the article: About AI agents.