Zendesk Bot Article Recommendations Explained
Learn why the Zendesk bot suggests articles only after a question is asked twice and how to change this behavior.
Why does the Zendesk bot recommend articles only after a question is asked twice?
The Zendesk bot recommends articles the second time a question is asked because it initially seeks clarification. When a user asks a question, the bot may need more information to accurately match an intent or provide an answer. In such cases, if you have enabled the clarification feature, the bot will first send an automated response asking for more details instead of immediately listing articles.
If you prefer the bot to recommend articles right away, you can disable the clarification feature. This will prevent the bot from asking for additional information and instead provide the article list on the first attempt. For more details, you can refer to theoriginal help documentation.
More related questions
How can I stop the Zendesk bot from asking for clarification before recommending articles?
To stop the Zendesk bot from asking for clarification before recommending articles, you need to disable the clarification feature. By default, if the bot requires more information to match an intent or provide an answer, it will send an automated…
What is the purpose of the clarification feature in Zendesk bots?
The clarification feature in Zendesk bots is designed to ensure accurate responses by gathering more information. When a user asks a question, the bot may not have enough details to match an intent or provide a precise answer. In such cases, the…
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