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When using JSM (cloud) with multiple knowledge bases, recommendation/suggestions do not show

We have two knowledge bases: one internal/private used specifically for our own operators (it cannot be made public with page restritions, etc.) and a public one (this is a completely public confluence space) that we want to use as a source for recommendations when customers open tickets.

The customer portal currently provides recommendations/suggestions from the private one to our Agents. Our customers however get no recommendations/suggestions indicating somehow that the integration is not correct.

 

Screenshot 2021-02-09 at 11.58.52.png

 

Does anyone know if I am missing something configuration wise or is this not supported?

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
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