Natalie Kwong

Currently, we are able to crawl our external Docs content in the support center.

However, this content is not available when searching in the in-app widget. From the Support team, this is because searches made from the Help Center also include federated searches and results from Community posts and Web Widget searches do not.  The Help Center and the Widget use different criteria to supply results. The help center shows results primarily based on Article Title, Labels, and content. Search results in the Bot show primarily based on a relevance score. Article Suggestions in the widget do not match results based on article title or exact word matching. Each concept of an article is placed on a map, given a "score" and the results shown are based on this score.

As most users are using the in-app widget and not the Help Center, it's important to us that we can rely on the search capabilities of the widget to produce relevant content.