We should have an option to Toggle Off KB Article Links in AI Answer Bot Replies

We should have an option to Toggle Off KB Article Links in AI Answer Bot Replies

Hi everyone,

I'm creating this topic to share a feature idea that I think would improve the customer experience when using the AI Answer Bot for self-service.

The Current Behavior (The Problem)

Currently, when the AI Answer Bot generates a summary or a detailed response based on a Knowledge Base (KB) article, it automatically appends the original KB article link and similar article links to the end of the reply.

In cases where the AI's generated response is accurate, complete, and conversational, the appended link is redundant. It often makes the bot's reply look cluttered and less like a seamless, natural conversation, which is critical for an excellent chat experience.

The Proposed Solution (The Feature)

We request a new administrative preference setting to allow users to toggle off the automatic appending of these article links to the customer-facing AI Answer Bot response.

Justification

Implementing this toggle would allow organizations to:

  1. Deliver a Cleaner UX: Provide a cleaner, more fluid, and genuinely conversational experience for customers, especially on mobile or within messaging channels.

  2. Maintain Confidence: Allow us to use the AI Answer Bot for deflection while controlling the output to ensure maximum clarity and professionalism when the generated response is considered sufficient without the need for external validation via a link.

Support This Idea!

If you also find that the extra article links clutter your customer-facing chat responses and would appreciate having a simple toggle to turn them off, please give this topic a thumbs-up! This helps the Zoho Desk Product Team see which feature requests have the most demand.

Thank you for your support!



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