Roseanna

I agree with this. Also, I have learned that you can minimize this issue by creating more answers. For example, when a customer types "Bucket of custard", you can create an answer for that. 

To do this, I reviewed what customers were commonly typing and then created answers for those inquiries. This prevents the customer from being show irrelevant articles from the Help Center or being sent to irrelevant flows. 

Feature Request Summary: 

Feature Request - Messaging Bot fallback should use Answer Bot article recommendations rather than the entire Help Center. 

Description/Use Cases: 

We have spend a lot of time configuring and refining Answer Bot article recommendations. Then, we switched from Chat to Messaging and assumed that the article recommendations that are used as a fallback (when there is no flow-builder answer) would use Answer Bot (i.e. be limited to only show article suggestions we put the Answer Bot label on), but unfortunately, it shows answers from our entire Help Center. 

Business impact of limitation or missing feature:

Because the customer is shown 3 article recommendations from our entire Help Center, rather than the carefully chosen articles we want suggested (that have the Answer Bot label), most of the time the articles are irrelevant. This leads to a lot of customer frustration. 

Other necessary information or resources:

Channels > Bots > Select Bot > Standard Responses > Fallback (recommend Help Center Articles as a fallback)

I agree. Plus, it's important to note that Messaging doesn't even use Answer Bot. It uses the entire Help Center even if you don't want it to. (We want it to only use the articles with out Answer Bot label and Zendesk said I should request that in the Community posts). 

Another related issue is that Messaging doesn't even use Answer Bot. It uses the entire Help Center even if you don't want it to. (We want it to only use the articles with our Answer Bot label).