Unified SDK Answer Bot Functionality

Hi, I'm hoping someone can help with a question about configuring the Answer Bot in the Unified SDK (we aren't able to use the new SDKs at the moment).  The docs suggest that Answer Bot will suggest an article first, and then only hand over to chat or support if the user doesn't find a helpful article.  That's the behaviour we want.  What we are seeing is the Answer Bot asking if we have a question but then adding 'Or you can get in touch' immediately, with the option to hand over to chat/support without asking a question first.   The Zendesk example app seems to behave this way too.  Does anyone know if there is an SDK configuration setting or some configuration within the Admin Center that might change this behaviour, and enforce asking a question first?