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Restrict Articles AI Agents can suggest

Related products:AI
  • May 29, 2024
  • 7 replies
  • 11 views
Alex18

As a user, I want to be able to restrict what articles an AI Agent/Bot can suggest. This will help me target specific bots and articles at specific customer segments and workflows without having to wait for the bot to learn via trial and error.

 

For example: we have a bot we are building and embedding in a few specific flows and articles. We only want the bot to suggest a few dozen of our hundreds of articles. We can do this with Answer Bot, but not with AI Agents/bots. It would be great if we had the same functionality there as well. 

    7 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • May 29, 2024
    Hey Alex,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      K
      • Kristyn11
      • July 5, 2024

      We need to be able exclude (or include with a tag) articles from AI Bot.  We have a lot of reference material that must remain accessible for our users but will rarely be relevant for the bot.   Given we are charged per bot interaction, please give us more control to ensure the interactions are relevant.

      Daniel100
      • Daniel100Employee
      • Employee
      • September 6, 2024

      Hi @alex18 this should already be possible today through a combination of Guide user segments and permissions and messaging JWT authentication. If a user is authenticated, the bot will respect Guide settings and only provide answers from articles the user has permission to view. Does this help?

      Alex18
      • Alex18
      • Author
      • September 6, 2024

      @daniel100 - thanks for pointing this out. Unfortunately this does not change the equation for us. The vast majority of our pageviews and interactions (and thus our deflectable tickets) come from unauthenticated users. 

      K
      • Kristyn11
      • September 6, 2024

      I agree, it's less about user permissions and more about what we want AI Bot to even consider.  The functionality in the older Answer Bot (the ability to exclude with a tag on the article) achieves this - but the AI version does not offer anything similar that I can find.  

      K
      • KROB
      • Newcomer
      • May 28, 2025

      I agree, this would also be helpful for us. We have articles that we need to be public for those specifically searching for that information, but we do not want the AI Agent to pull from that info. It causes a lot of confusion on the customer's end.

      KR
      Doug11
      • Doug11
      • September 17, 2025

      +1 to this request (voted accordingly)

       

      We keep a lot of legacy FAQs on our site for posterity to help old-software users, and none of their information is relevant to the majority of our customers.

       

      I tried giving the AI instructions to not reference those articles to no avail.

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