Hi,
I am having trouble configuring an AI Search to view and search Knowledge Base articles through an Engagement Messenger module that is integrated with a 3rd Party application. The client is licensed for ITSM, CSM, and Virtual Agent.
What I've completed:
-Azure AD SSO integration
-Installed plugins
-Created Engagement Messenger module
-Uploaded articles to selected KB
What's wrong:
-Greeting message does not properly map the username field (ex: both the aunthenticated and unauthenticated user greetings say, "Hi, Guest!")
-Knowledge search does not populate articles in widget
If anyone has faced the following discrepancies while integrating Engagement Messenger with a 3rd Party application, please reach out and let's collaborate to verify and solve the issues faced during implementation phases.
Respectfully,
Reyanna
