We are a law firm with the CSM chat widget deposited on our site page, and as you know, it is "grounded", meaning it is configured to only rely on material in our knowledge base. Even still, sometimes users asks the bot questions whose answers are not found in our knowledge base, and it produces what seem like educated guesses. This absolutely cannot happen...we're a law firm. And often, if it doesn't know, it will make suggestions on what else the widget can do for the user, and almost always, those suggestions are things it can't do, because we've limited it's responses to our knowledge base.
Is there a way to disable suggestions like, "Would you like me to find out more about ___?" so it never offers them?
Is there a way to disable attempts at provided educated guesses and ALWAYS...I mean ALWAYS...tell users it doesn't know and to reach out to our support staff instead of making stuff up?
