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Hi team, 

Is it possible to get Messenger to suggest articles based on what customers ask in the chat WITHOUT using fin? 

Sort of like a deflection scenario with the first question that the user asks? 

For example, if the user writes in the chat, “I need help transferring ownership of my account”, is it possible to have the chat suggest articles based on keywords in that message, but without using fin? After the suggested articles, it should be possible for the customer to select to talk to an agent. 

 

 

Hey @Cecilia Bjerring Knudsen 

 

For this, you can consider the smart suggestions feature.

 

With this feature enabled, your customer will receive an automatic message with article suggestions like the below:

Hope this helps!

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