Hello @jane h12​ 👋,

If I get you correctly, you are talking about the Answer suggestion feature.

To turn this feature on, please follow this article:

https://www.intercom.com/help/en/articles/3711671-proactively-resolve-conversations-before-they-start-with-resolution-bot/p>

Let me know if you have any questions on this topic.

Hey! Is there any article I might check to do this? That link is not working anymore. 

hi there, It’s Mat from the Support Engineering Team

You are right this article above is a little bit outdated I would suggest reading the one below to set keywords or provide custom answers fro your customers:

https://www.intercom.com/help/en/articles/8194293-suggest-custom-answers-as-your-customers-type

Please let me know if you have any questions about this