My AI agent is not recommending articles to users who are authenticated with JWT

<h2 id="h_01HYBAYR3VJ6P4FCNVT2JZ5YYZ">Issue symptoms</h2><p>I noticed that authenticated users are unable to see recommended articles in messaging. However, <a href="https://support.zendesk.com/hc/en-us/articles/4408824263578-Creating-an-AI-agent-to-automatically-resolve-customer-issues" target="_blank" rel="noopener noreferrer">article recommendations are enabled</a> in the AI agent messaging behavior.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11011214230042" alt="ai_agent_behavior.png"></p><h2 id="h_01HYBAYR3VWVM2A947JCEFE60S">Resolution steps</h2><p>End users who are authenticated with JWT can only access articles when their user profile in Zendesk is created before their conversation starts with the AI agent.</p><p>For this to happen, ensure the end user exists in your Zendesk database before the user interacts with the Web Widget. This creates the external ID used to check the user profile and their access permissions. User profiles without an external ID cannot see article recommendations, even if they are authenticated with JWT.</p><p>For more information, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/6219127152794-What-are-the-different-types-of-JWT-proposed-by-Zendesk" target="_blank" rel="noopener noreferrer">What are the different types of JWT proposed by Zendesk?</a></p><div class="note attention" id="topic_tjn_hrm_gwb__note_vyj_xg2_f2c">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8725042447002-About-the-AI-agents-Advanced-add-on" target="_blank" rel="noopener noreferrer">AI agents - Advanced add-on.</a>
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<h2 id="h_01KXGX4T51QF04EFYM94EV0ESC">Why are authenticated users not seeing recommended articles in messaging? Why is my AI agent or chatbot not recommending help articles to JWT authenticated customers? Why are article recommendations missing for verified end users in the Web Widget?</h2>
<p>End users who authenticate with JWT can only see recommended articles if their user profile in Zendesk exists before their conversation starts with the AI agent. If you do not create the customer profile in your Zendesk database prior to the interaction, the system cannot verify the external ID used to check profiles and access permissions.</p>

<h2 id="h_01KXGX4T515B0ZBMDNAFNZ97S7">How do I fix missing article recommendations for JWT authenticated users in messaging? How do I ensure authenticated customers see help articles from the Answer bot?</h2>
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<li>Create the end user profile in your Zendesk database before the customer interacts with the Web Widget.</li>
<li>Ensure this action generates the external ID needed to check the user profile and permissions.</li>
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<h2 id="h_01KXGX4T51W7RC7NMRZNJSEPYK">What are the limitations of article recommendations for JWT authenticated users? Which pricing tiers or product setups support AI agent article recommendations for authenticated customers?</h2>
<p>User profiles without an external ID cannot see article recommendations, even when authenticated with JWT and when you enable article recommendations in the AI agent messaging behavior. This specific functionality is available only to customers who had a drafted or published AI agent as of February 2, 2025.</p>
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