Pierre

Thanks John Witt 

Just to make sure I understand it correctly. 

Can I pre-populate the external id in zendesk or do I need to do this using an API?

My assumption is that the bot can automatically recommend articles based on the questions the end user asks. Or do we still need to pre-configure recommended articles for certain questions within the bot?

Thanks again for your help.

John Witt, thanks for you response. 

We did get he web widget to work by using the backend service. We use the JWT token as described, but still the bot does not return any useful articles. Only when we make our articles public it works as it should. 

Is there a setting somewhere in Zendesk that will allow the bot to return articles without us having to make all our articles public facing?

Hi,

We have build our backend service that will generate the JWT tokens. We have followed the instructions as per the steps in this document. 

We generate a JWT token with the required claims and then use the token in Postman as a Bearer token to test it. But we keep on receiving the status code 401. 

Is there anything else we should have configured on Zendesk apart from the Signing key in the Messaging section?

Or should the issuer and audience properties of the JWT token be specific values?