How can I turn off article suggestions on the bot builder?

Question

Can article suggestions be turned off from the bot builder?

Answer

Yes, you can turn off article suggestions. Go to the bot builder settings to deactivate them.

1. Navigate to the Admin Center > Channels > AI agents and automations > AI agents
2. Click Manage conversation bots
3. Hover over the desired bot and click Edit
4. In the tab Behaviour scroll down, click If the bot finds relevant articles and select Don't answer based on articles

For more information, see this article: Building a conversation bot using answers.

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.