Zendesk Bots: Restricted Content Support Explained
What is the new restricted content support for Zendesk bots?
Zendesk has introduced restricted content support for its bots, allowing them to recommend articles and generate replies using restricted help center content. This means that Zendesk bots can now access and utilize articles that require user authentication, expanding the range of inquiries they can resolve through self-service.
Previously, only publicly available articles could be used by Zendesk bots. With this update, bots can now recommend or reply using content from restricted articles, provided the user is authenticated and has the necessary permissions. This enhancement applies to messaging channels that support Zendesk authentication, such as the messaging web widget and mobile SDKs. For more details, visit theoriginal announcement.
More related questions
How does restricted content support affect Zendesk bot functionality?
Restricted content support enhances Zendesk bot functionality by allowing bots to access and use restricted help center articles for recommendations and replies. This means that bots can now provide more tailored and relevant responses to user…
Which channels support Zendesk's restricted content feature?
Zendesk's restricted content feature is supported on messaging channels that allow Zendesk authentication, such as the messaging web widget and mobile SDKs. This means that restricted articles can be recommended or used in generative replies on…
Do I need to take any action for Zendesk's restricted content support?
No specific actions are required from you to benefit from Zendesk's restricted content support. If you already have restricted articles or a restricted help center with authentication and user mapping in place, the bots will automatically start…
Why did Zendesk introduce restricted content support for bots?
Zendesk introduced restricted content support for bots to expand the range of use-cases that can be resolved automatically. This change was driven by customer feedback requesting the ability for bots to access restricted help center articles,…
What happens if a user is not authenticated when accessing restricted content?
If a user is not authenticated, they may not be able to access restricted content through Zendesk bots. The bot will respect the article access permissions set in Guide, which means that users without the necessary authentication will not see…
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