Article Recommendations

Note: Zendesk has renamed our bot capabilities. Answer Bot is now Zendesk bots. Article Recommendations are now autoreplies. For more information on this change, see this announcement.

A recommendation is a collection of help center articles with content that might be related to a customer's enquiry. Requesting an article recommendation from Answer Bot creates a recommendation.

JSON format

Articles are represented as JSON objects with the following properties:

article_idnumberfalsefalseThe id of article
brand_idnumberfalsefalseThe id of the brand
html_bodystringfalsefalseThe body of the article in HTML
html_urlstringfalsefalseThe url of the HTML body
label_namesarrayfalsefalseThe labels of this article
localestringfalsefalseThe help center locale of the article
scorenumberfalsefalsethe score of this article against the user enquiry
snippetstringfalsefalseAn excerpt of the article
titlestringfalsefalseThe title of the article
urlstringfalsefalseThe url of the article

Get Article Recommendations

  • POST /api/v2/answer_bot/answers/articles

Returns help center articles based on an end user's enquiry.

Allowed For

  • Authenticated requests

JSON format

Enquiries are represented as JSON objects with the following properties:

enquirystringfalsetrueThe end user's question
labelsarray of stringsfalsefalseHelp center labels used to restrict article recommendations
localestringfalsefalseHelp center locales used to restrict article recommendations. Example: "en-gb", "de", or "es". Must match an available help center locale
referencestringfalsetrueAn unique value for every request. This will be used to calculate the MAUs for the account
user_segment_idsarray of integersfalsefalseArray of user segment ids. Article recommendations are restricted to articles that are accessible to these user segments. If user_segment_ids is not provided, only public articles are retrieved

Example body

{  "enquiry": "Consectetur adipiscing elit",  "labels": [    "magna"  ],  "locale": "en-us",  "reference": "sdk-mobile-uid-customer-id",  "user_segment_ids": [    2345123  ]}

Code Samples

curl "https://{subdomain}" -X POST -H "Content-Type: application/json" \-u {email_address}:{password} \-d '{"enquiry": "Consectetur adipiscing elit","reference":"sdk-mobile-uid-customer-id","locale":"en-us","labels":["magna"]}'
import (	"fmt"	"io"	"net/http"	"strings")
func main() {	url := ""	method := "POST"	payload := strings.NewReader(`{  "enquiry": "Consectetur adipiscing elit",  "labels": [    "magna"  ],  "locale": "en-us",  "reference": "sdk-mobile-uid-customer-id",  "user_segment_ids": [    2345123  ]}`)	req, err := http.NewRequest(method, url, payload)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}
import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""{  \"enquiry\": \"Consectetur adipiscing elit\",  \"labels\": [    \"magna\"  ],  \"locale\": \"en-us\",  \"reference\": \"sdk-mobile-uid-customer-id\",  \"user_segment_ids\": [    2345123  ]}""");
Request request = new Request.Builder()		.url(		.method("POST", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
var axios = require('axios');var data = JSON.stringify({  "enquiry": "Consectetur adipiscing elit",  "labels": [    "magna"  ],  "locale": "en-us",  "reference": "sdk-mobile-uid-customer-id",  "user_segment_ids": [    2345123  ]});
var config = {  method: 'POST',  url: '',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },  data : data,};
axios(config).then(function (response) {  console.log(JSON.stringify(;}).catch(function (error) {  console.log(error);});
import requestsimport json
url = ""
payload = json.loads("""{  "enquiry": "Consectetur adipiscing elit",  "labels": [    "magna"  ],  "locale": "en-us",  "reference": "sdk-mobile-uid-customer-id",  "user_segment_ids": [    2345123  ]}""")headers = {	"Content-Type": "application/json",}
response = requests.request(	"POST",	url,	auth=('<username>', '<password>'),	headers=headers,	json=payload)
require "net/http"uri = URI("")request =, "Content-Type": "application/json")request.body = %q({  "enquiry": "Consectetur adipiscing elit",  "labels": [    "magna"  ],  "locale": "en-us",  "reference": "sdk-mobile-uid-customer-id",  "user_segment_ids": [    2345123  ]})request.basic_auth "username", "password"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

200 OK
// Status 200 OK
{  "articles": [    {      "article_id": 10192,      "brand_id": 10016,      "html_body": "<p>Consectetur adipiscing elit. Quisque sit amet magna id tellus volutpat aliquet et nec lorem. </p>",      "html_url": "",      "label_names": [        "magna",        "tellus"      ],      "locale": "en-us",      "score": 0.38012391328882644,      "snippet": "Consectetur adipiscing elit...",      "title": "Lorem ipsum",      "url": ""    },    {      "article_id": 10192,      "brand_id": 10016,      "html_body": "<p>Cras vehicula ipsum at maximus ullamcorper. Maecenas scelerisque ultricies dignissim.</p>",      "html_url": "",      "label_names": [        "magna"      ],      "locale": "en-us",      "score": 0.8882646380123913,      "snippet": "Cras vehicula ipsum...",      "title": "Proin sit amet",      "url": ""    }  ],  "auth_token": "eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s",  "id": 4,  "interaction_access_token": "GciOiJIUzI1NiJ9eyJ0eXAiOiJKV1QiLCJhb.0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s"}