Test article suggestions appearing as you type

The contract this flow keeps

The feature has to clear three bars, and the third is the one that decides whether the customer can still ask for help.

• Suggestions appear - triggered by typing, with no search button pressed.
• The suggestion is relevant - the billing plan article for a billing plan question.
• It opens in place - an article card inside the messenger with its body text.
• The chat survives - the card closes and the messenger box is still available.

The last assertion is the one worth stealing. A deflection feature that strands the customer in an article with no way back to the conversation converts a cheap answer into an abandoned session and a complaint.

The objective in plain English

The suggestion appears from typing alone, with no submit, so the assertion is on reactive behaviour rather than on a search results page.

---
mode: testing
url: https://my-testing-repo-main.vercel.app/intercom-clone-app/messenger?reset=true
max_steps: 40
tags: [intercom, support, help]
---

# Intercomm 31.3: Article suggestion in chat

Catalog objective: type a question and verify article suggestions appear.
Key assertion: the suggested article is relevant and opens inside the messenger.

## Type a question
Type "how do I change my billing plan" into the messenger box and verify a "Suggested articles" card appears.

## Verify the suggestion is relevant
Verify the suggestion listed is "Changing your billing plan".

## Open the article in the messenger
Click "Open" on "Changing your billing plan" and verify an article card appears with the body "Go to Billing, pick a plan, and confirm. Changes are prorated to the day."

## Return to the chat
Click "Back to the chat" and verify the article card is gone and the messenger box is still available.

The article body is asserted rather than the title, since a suggestion that is relevant by headline and wrong in content sends the customer away with the wrong answer.

Assertion by assertion

A question, a suggestion, an article, and the way back.

Asserting the absence of the article card after returning is what proves the messenger reset rather than stacking views on top of each other.

Putting it in CI

kane-cli testmd run tests/intercom/article-suggestion_test.md

Add a question with no matching article, since falling through to a human is the correct behaviour and a suggestion panel that shows nothing is a dead end.

Reactive interfaces suit plain English assertions because there is no submit to wait on. How assertions resolve on a live page covers that, and browser agents is useful background.