Hi there,

Based on the following article, we have added labels to articles and created several triggers.

Best Practices: Using labels in Answer Bot triggers – Zendesk help

But when our customers send requests via Web form, Answer Bot shows articles regardless labels.
According to the answer from the zendesk support, a part of above article is wrong and it doesn't work for Web form.

The zendesk support suggested us to develop JavaScript by using Answer Bot API, but we would like you to improve the product itself.

If it is difficult to show articles based on labels just after sending request via Web form, how about to add option to show articles only notification mail?

Best Regards,
Arito Ohnaka