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

Issue symptoms

When using messaging and with the help center set to “require sign in” mode, generative AI responses are not working for questions asked through the AI agent or chatbot.

The AI does not generate a reply to known knowledge base content and displays the message: Sorry I couldn't answer your question.

You are not using intents or answers, and have set “Questions without matching intents” to "Generate a reply”.

Resolution steps

When signed-in users do not receive an answer from existing help center content that is restricted to signed-in users, check the authentication method you have in place for your users.

If the SSO method that you have is SAML, this can prevent the AI agent from suggesting content from a restricted help center.

To address this problem, use JWT to authenticate your users in the Web Widget instead.

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