Messaging Generative AI not returning any help center (KB) content.

We are experiencing the same issue. 

Tried two different workspaces with two different messaging channels and two different bots. Same outcome. Reply defaults to “Sorry, I do not have the answer to your question”.

It was recently suggested to us that it is an authentication issue per: https://support.zendesk.com/hc/en-us/articles/4411666638746-Authenticating-end-users-for-messaging
 

Thanks Sami!

Although we're already using Google as a log-in method so I am not sure how to proceed here. Appreciate your response!

Hey @sami11 and @b55 , we are debugging this issue and will provide an update once we found and fixed the underlying issue.

Hey @jakub14 , thanks, hoping for a quick solution here.

We found out that the generative AI works when the Require Sign-In option in our Help Center is disabled AND if the article is visible to everyone. 

This is not ideal since we require our employees to sign-in to access the Help Center, and some articles are only visible to a certain user segment.

Hi,  @jakub14   - can you provide a high-level summary of what issue you are investigating? 
Is/will there still be a need to have a JWT server involved to authenticate the web widget?

Thank you. 

Is there an update to this? I am experiencing the same issue. @jakub14 .

Hi Sami, given your test articles are public, and other info you've provided we would expect generative replies to work. 

It was recently suggested to us that it is an authentication issue

This would only apply if your help center is set to “require sign in” or article visibility is not set to “everyone”. Please create a ticket and someone will help you troubleshoot and investigate.

Hi B, in regards to your comment

We found out that the generative AI works when the Require Sign-In option in our Help Center is disabled AND if the article is visible to everyone

It is possible for generative replies to work with restricted content if you have implemented messaging JWT authentication (per Sami's link in this thread) and you have mapped users appropriately by adding the sunco appuserID as the external ID. Without this the bot is unable to access Guide user permissions and know what articles the user can view, i.e. can not find the relevant content.

Hey @steve coleman , thank you for flagging that! I'll make sure the information is passed along to the support agent who assisted you and cascaded through other support managers. I also took this opportunity to capture a new article based on these findings (https://support.zendesk.com/hc/en-us/articles/7821308469274-Generative-replies-are-not-generating-answers) so that this information is easier for everyone to find in the future. Thanks for your patience and understanding!

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