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!


      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • Sticky Posts

          • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

            Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
          • WhatsApp pricing changes: Pay per message starting July 1, 2025

            Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform
          • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

            Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
          • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

            Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
          • Zoho Desk Cheat Sheet For The Year-End

            Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ






                                ご検討中の方