Lucas Smith

Having a link to the end ticket would help to make sure that the bot is functioning properly in sending to the correct location. Currently, without the ticket number provided, it is difficult to track down what happened in the Unresolved Conversations tab. If a ticket number could be associated with the record, it would be a great addition. 

The above article states this about the conversation bot:

"Over time, you train your bot so it gets better at answering customer questions. If you don't have an Answer already configured, then Answer Bot simply falls back on the article recommendations search described above."

Why is this stated if the conversation bot does not have the ability to recommend articles (verified by a support agent)?

We want the ability to have the bot recommend articles when a specific intent is not triggered. For example, "tracking" is an intent we have built-in, but if someone asks about "shipping," something we have multiple articles about, those are not searched. 

Is there an option to have article recommendations as a standard part of Messenger?