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Bot Flow Builder and Help Center articles
Posted May 09, 2023
Gail M (Zendesk Support)
May 8, 2023, 7:37 PM CDT
Zendesk response: Upon checking with our Team Expert, unfortunately, there's no native way to share specific articles via Flow Builder without having public articles.
Flow Builder does not currently support restricted Help Center articles. As a temporary workaround, you can add in the raw URL of your article into a bot message instead. However, this requires custom coding which is no longer part of our scope of support. We recommend reaching out to your own Dev/IT Team for its implementation.
Customer request: Hard to believe we have to lower our security settings to none to be able to make the bot recommend specific articles from our Help Center.
When we turn off all the security settings and make articles and guide available to anyone, the bot settings work. We want to set up bot to recommend specific articles and for that to work, we do not want to open the door to the entire WWW for our articles. That is a terrible security practice and we are not willing to expose our company. Now we paid for a feature in Zendesk that we cannot use.
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2 comments
Manuel Moreira
Very true. Someone needs to change this
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Jasson Andrade
I also want this feature. We don't want to open our support articles up to the public but we also want to save time by using the built in bot flow builder. The only workaround I found was to add a button link which directs to the relevant support article for which the user will need to be signed in to view.
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