Suggesting restricted help center articles in an AI agent answer (Legacy)

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<p id="docs-hc-snippet" style="display: none;">Suggesting restricted help center articles in an AI agent answer is available on all plans that can use messaging.</p>
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<div class="note attention" id="topic_krt_qbl_gnb__note_vgv_3j2_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into legacy
status on February 2, 2025. On December 10, 2026, this functionality will no longer
be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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Bot builder’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738#topic_grj_gwc_k4b" target="_blank">Show help center articles</a> step recommends specific
help center articles to your customers that may help them self-solve their
questions. If you have public <em class="ph i">and</em> restricted articles in your help center,
you can configure which articles to show anonymous (unauthenticated) end users and
which to show for authenticated end users.</div>
<p class="p">Suggesting restricted help center articles in an AI agent answer is available on all plans that
can use messaging.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic_krt_qbl_gnb__ul_omc_zg4_jnb">
<li class="li"><a class="xref" href="#topic_kth_jxs_wxb">Restricted help center article overview</a></li>
<li class="li"><a class="xref" href="#topic_vbc_zys_wxb">Showing the title of restricted help center articles</a></li>
<li class="li"><a class="xref" href="#topic_pwb_4zs_wxb">Searching for restricted help center articles</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kth_jxs_wxb">
<h2 class="title topictitle2" id="ariaid-title2">Restricted help center article overview</h2>
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<div class="p"><div class="div">
<div class="p">There are three use cases for AI agents and articles: <ul class="ul" id="topic_kth_jxs_wxb__ul_qyp_pxs_wxb">
<li class="li">The AI agent handles anonymous user queries and shares
public help center articles</li>
<li class="li">The AI agent handles authenticated user queries and
shares restricted help center articles</li>
<li class="li">The AI agent handles anonymous and authenticated user
queries, builds conditions based on whether the user
is authenticated, and shows all articles to
authenticated users and only public articles to
unauthenticated users</li>
</ul>
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<p class="p">Authentication is based on
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746/" target="_blank">messaging authentication with
JWT</a>.</p>
<p class="p">If the end user is authenticated with messaging JSON Web Token (JWT), we will
check if they can access the article based on the article permission rules
and the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">user segment</a>
they’re part of. If
the end user has access, the article preview is shown. Only the placeholder
preview is shown if the end user is not part of the user segment.</p>
<p class="p">If the end user is anonymous or authenticated through SSO or Zendesk authentication, the link to
the restricted article is displayed in the AI agent message, but
the title and preview are not displayed.</p>
<div class="p">When the end user clicks the link to the restricted article, they are redirected to the help center sign-in page. An end user must have an account on your
help center and the correct <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827797274" target="_blank">user permissions</a> to view the
restricted article. <div class="note" id="topic_kth_jxs_wxb__note_zmj_5ys_wxb">
<span class="notetitle">Note:</span> If the article
permission is updated from public to restricted or from
restricted to public, there is a short delay before the
permission change is reflected to the end user.
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</div></div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vbc_zys_wxb">
<h2 class="title topictitle2" id="ariaid-title3">Showing the title of restricted help center articles</h2>
<div class="body">
<p class="p">By default, restricted help center article titles and previews are not shown to users
not authenticated with messaging JWT. Only the link is shown.</p>
<p class="p"><img class="image img-screenshot" id="topic_vbc_zys_wxb__image_eht_zk4_jnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user-restricted-article-view.png" width="300"></p>
<p class="p">You can, however, configure your AI agent to show the title and preview of restricted help center
articles to all users, regardless of which authentication method is used or
whether they are anonymous.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> Before configuring the AI agent to show restricted titles, you need to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">set up end-user authentication
for messaging</a>.</div>
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<div class="p">
<strong class="ph b">To always show the title for restricted help center articles</strong><ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vbc_zys_wxb__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to work with.</li>
<li class="li">Expand <strong class="ph b">Channels</strong> settings and select <strong class="ph b">Always show the title and preview for restricted
articles</strong>. This option is visible only if you have an
active help center. Only agents with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827842458" target="_blank">Knowledge admin permissions</a> can
set this option.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_pwb_4zs_wxb">
<h2 class="title topictitle2" id="ariaid-title4">Searching for restricted help center articles</h2>
<div class="body">
<p class="p">The
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738#topic_grj_gwc_k4b" target="_blank">Show help center articles</a>step recommends
specific articles to your customers that may help them self-solve their questions.
It presents up to six help center articles to the customer during a
conversation.</p>
<p class="p">You must have an active help center to use this step.</p>
<p class="p">If you have view access to a restricted article, you can add that article in bot builder and see
the article preview. The article does not appear in the bot builder search
results if you do not have view access. If, for example, a Knowledge admin
adds a restricted article and you do not have view access for that article,
it appears as a restricted article in bot builder for you.</p>
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