How to enable/disable Suggest help articles for specific cases in the Custom Bot/Workflows

  • 21 July 2023
  • 1 reply

We have the Suggest help articles option enabled in our Automation. However, when using Custom Bot / Workflows in some cases we don’t want the Suggest help articles to be sent in the chat as it is irrelevant. Is there a way to stop this just for specific parts of our workflow? I've tried a lot and it seems that the only way to stop it is to close the conversation, but I don't want this to happen.


Best answer by Larissa Alberti 25 July 2023, 16:47

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Hey @Jorge Mora 👋🏻

Larissa here from Intercom Support.

The "Suggest articles" feature can only be switched on or off for the whole workspace and this can effect all relevant conversations that match the criteria. It is not possible to only switch it on for a subset of workflows.

I will flag this with the Product Team for you ✅

I hope this helps!