How can I turn off article suggestions in my AI agents for messaging (Legacy)?

Question

Can I turn off article suggestions in my AI agents for messaging (Legacy)?

Answer

Yes, you can turn off article suggestions.

To do that:

Navigate to the Admin center > AI > AI agents > AI agents

Open your AI agent

In the Messaging behaviour tab, click If the AI agent finds relevant information and select Don't answer based on articles

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.