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Messaging. Service or security? Limitations on automated article recommendation.

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Juan Darú

Publication le 12 août 2022

With messaging enabled, the automated article suggestion feature, which searches the help center for relevant articles based on customers' free-text entries in the web widget, does not find the articles to suggest if these, or the Help Center , have security restrictions, such as:
 1) Visibility by segment (even if the user is part of the segment)
2) If in Guide the option to require "Require Help Center Login" is activated.
 I find both options very useful and it would be nice if they support automated suggestions.

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