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