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Agents not receiving knowledge suggestions

Applies to Constellation. This section describes how to debug issues with Messaging AI knowledge suggestions.

Messaging AI suggests an article to an agent when:
  1. a customer utterance results in a topic being identified by the channel, and a knowledge article is associated with that topic,
  2. the article has not already been suggested or viewed in the current interaction, and,
  3. the display of Pega Knowledge™ articles is enabled in your application, and the limit for how many articles can be displayed is not exceeded.

Based on these factors, follow these debugging steps for issues that might cause knowledge suggestions not to work properly:

Topic not identified or article not associated with the topic

Use the preview pane on your Digital Messaging interface landing page to verify that a given utterance results in the expected topic and that a knowledge article is associated with that topic.

If the preview pane shows the correct topic being identified, and if the channel configuration has been changed less than one hour ago, find and expire the D_ChannelConfiguration node’s scoped data page to ensure that the queue processors are using the correct channel.

Case in progress or already suggested

Messaging AI does not suggest an article that has already been suggested or viewed in the current interaction based on an earlier trigger.

Knowledge management settings not allowing suggestions

In App Studio, enable the display of Pega Knowledge articles, and set the number of knowledge articles to a value greater than 1. For example, if you want the intelligent guidance widget to display 4 knowledge articles at a time, set the value to 4. If the limit that you set is reached, Messaging AI does not suggest further knowledge articles.