Fix Bot Not Recommending Articles to JWT Users
Why isn't my bot recommending articles to JWT authenticated users?
If your bot isn't recommending articles to users authenticated with JWT, it might be due to their user profile setup. Users need to have their profiles created in Zendesk before starting a conversation with the bot.
To resolve this, ensure that the end user exists in your Zendesk database before they interact with the Web Widget. This step is crucial as it creates the external ID necessary for checking user profiles and access permissions. Without an external ID, users won't see article recommendations, even if they are authenticated with JWT.
For more details, you can refer to the originalZendesk help article.
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