You can set a phrasing as negative in the Article Editor so that the bot knows what customer voices the article should not answer.
Note: To add negative phrasings, you must have the Enable negative examples feature enabled for your account. Contact your Customer Success Manager for more information.
- In the AI Console, go to .
- Open the article in the Article Editor and view its Phrasings.
- Enter a new phrasing and click Add.
- Click Set as negative next to the phrasing.

- Publish the article.