Answer Bot / Messaging - Be able to serve segmented articles
Current functionality requires served articles to be open to everyone - Answer Bot / Messaging will not serve up articles that are set to the visibility of "signed-in" users or user segments. Also if the Help Center itself is set to require a sign-in, no articles from the resource will be served.
Currently, on our product Help Centers we have several key articles behind a signed-in status as well as any articles to help support our Beta Partners are also behind a user segment. By preventing these articles to be served to users they are applicable to makes this tool not as effective as it could be.
We also have an Internal Knowledge Base that our staff can find documented expected functionality, processes, expectations, etc. We were looking at using Answer Bot / Messaging to provide a more interactive way to sever up articles for when someone doesn't know where to start, but with current functionality, this is impossible and makes the tool completely useless when it comes to self-service first.
In the future we were looking at ways to have articles for different types of permission levels in our client base. For instance, if you are a Publisher in the system, you only see articles that a publisher access level can do. We will not be able to do this and use Answer Bot / Messaging as this would require segmentation of articles in order to accomplish - thus not making them "open" anymore.
I was looking forward to this tool a lot as it is the next step to a self-service first focus, but with this limitation of functionality we will not be able to utilize this tool at all.
Another related issue is that Messaging doesn't even use Answer Bot. It uses the entire Help Center even if you don't want it to. (We want it to only use the articles with our Answer Bot label).
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