Answer Bot configured and tested on All Departments but says it isn't enabled within a ticket?

Answer Bot configured and tested on All Departments but says it isn't enabled within a ticket?

Hello there!

I have been configuring the Answer Bot and have a couple of questions as I think I am missing something within the configuration.

I have created an Answer Bot, choosing to add this in All Departments.  We have two departments and two sets of KB's.  One section is the Technical Services which has client-facing information and one is Solutions which is Agents only.


I wanted to test the Answer Bot within tickets using the Zia button for agents covering Technical Services and Solutions before extending this to the Help Center and create one that covers Technical Services for Client side only.

In preview this has worked pretty well with the minimal testing, using the articles across both departments.

Once enabled to use Zia in the tickets, it says that an Answer Bot doesn't exist and I should enable one.



When I click enable now it goes to the Answer Bot section and goes straight into the Technical Services Section, waiting for me to create an Answer Bot specific to this department?



If I use the Suggested Articles with an Agent logged in, I can bring back all the Technical Services and Solutions KB's back on a search.  I had expected the behaviour to be the same when configuring an Answer Bot across both Departments?

Is there something I am missing as part of the config please?

Thank you!

Rich



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