My AI agent or bot is not suggesting content from my restricted help center to signed-in users

Issue symptoms

• When using messaging and with the help center set to “require sign in” mode, generative AI responses are not working for questions asked through the AI agent or chatbot.
• The AI does not generate a reply to known knowledge base content and displays the message: Sorry I couldn't answer your question.
• You are not using intents or answers, and have set “Questions without matching intents” to "Generate a reply”.

Resolution steps

When signed-in users do not receive an answer from existing help center content that is restricted to signed-in users, check the authentication method you have in place for your users.

If the SSO method that you have is SAML, this can prevent the AI agent from suggesting content from a restricted help center.

To address this problem, use JWT to authenticate your users in the Web Widget instead.

For more information, see the article: Using restricted help center content in AI agent responses.