Chatflow connected widget can't find article in knowledgebase

Service Hub Tickets & Conversations
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We installed the widget so that our customers can search for articles in our private knowledge base (accessible sso only) The widget is well connected (api call upstream to obtain a hubspot token) and is only displayed if the user is well connected. However, it does not return any results from our knowledge base. This only works if the post is in public and not in private. How to make our logged-in users search for articles in our private knowledge base. thanks in advance.

Fabien

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Hi @FLanoy,
Thank you for reaching out to the Community!
I wanted to tag in a couple of subject matter experts to see if they have any input on this matter:
hi @crispyGTM, @danmoyle, @Jnix284 do you have any advice for @FLanoy ?

Thank you!

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Thanks @DianaGomez, happy to help!

Hi @FLanoy , there isn’t anything in the documentation that says private content can’t be searched, usually when a knowledge base article isn’t returning results in search it’s because it’s on a different subdomain, but since you said the public content is working properly, it’s possible that it’s blocked by robots.txt - you can add the HubSpotContentSearchBot to your robots.txt to allow it to search those pages.

Here is a link to the knowledge base article explaining why certain pages don’t show and how to fix it.

To further isolate the issue - can you confirm that private content articles will show up for members from regular search? and it is only the chat where it isn’t returning results?

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hi @Jnix284, thanks for your answer. I forget to say that my account is a “serviceclient pro + sales pro” account. The widget is installed on an external website. I tried this solution and this is not working. I confirm that the regular search works fine with the searchbar for Centre d'aide but not the widget. Thank you

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@FLanoy Since it is working outside of the widget, I would report the issue to HubSpot Support to see if this is the expected behavior for the widget (for example, if the widget can’t determine the user is logged in) or if it might be an issue with the configuration or a bug.

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Thanks a lot @Jnix284

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We are also experiencing the same issue.

Is there a solution?

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@FLanoy did you hear back from HubSpot Support regarding whether the widget search could access private content?