When we launched our Help Center product (Educate), we’ve built a feature for suggesting articles for support teams to answer the users questions. Sometimes these articles suggestions could be helpful for the end-users, but we didn’t have a way to provide these articles to them when they ask a question through the messenger.
As a result, the end-users need to wait for replies from support team to get their simple questions answered if they are not aware of the Help Center.
The idea of suggesting articles directly to end-users was descoped from the initial product launch because we were not certain about the quality of the suggestions, and how end-users would perceive the idea of a bot in business communication.
After the product launch, we’ve decided to refocus on this product feature and explore the design solutions more exhaustively to ensure that this feature wouldn't harm the overall experience.