My AI agent or bot is not suggesting content from my restricted help center to signed-in users

Issue symptoms

When I use messaging with the help center set to Require sign in, generative AI responses don't work for questions from the AI agent or chatbot

The AI doesn't generate a reply based on the knowledge base and displays the message: Sorry I couldn't answer your question

I don't use intents or answers, and set Questions without matching intents to Generate a reply

Resolution steps

End users can view restricted content in a help center when you implement a simple sign-in procedure. However, to let them view restricted content through an AI agent, you must set up user authentication for messaging.

For more information, see Using restricted help center content in AI agent responses.