In this article, we will learn about how to share Knowledge Base (KB) articles—or specific sections of them during a chat conversation. This feature provides targeted information to customers quickly and efficiently, improving the overall customer experience. Whether sharing a full article or highlighting a specific section, this guide outlines the process step-by-step. Within chat, articles can be shared in two ways:
- Entire Article: Share the complete content of an article.
- Specific Section: Share a particular section or heading within the article.
This ensures customers receive targeted information based on their needs.
Topics Covered
Here’s what is covered in this article:
- Setting Up the Knowledge Base for Chat
- Searching for an Article to Share
- Inserting the Article into Chat
- How the Article Appears in Chat
- Practical Use Case
Setting Up the Knowledge Base for Chat
Before sharing articles, it is necessary to configure the Knowledge Base in chat settings.
- To configure this, please go to Chat
- Click Chat Settings or head to profile icon from top right and click to setup.
- Head to Setup chat
- Under General
- Within Layout, click on settings icon besides Articles
- The articles available to share come from the Knowledge Base selected in the Articles layout settings.
- Upon clicking settings If you do not have a knowledgebase configured then a popup will appear prompting you to Configure Now.
Searching for an Article to Share
- You can Insert Articles of Selected Knowledge Base in Setup during Conversation.
- Enter the article name into the search bar.
- Click on the desired article to open its preview.
Inserting the Article into Chat
- Click the Insert button or press Enter/Return to add the article into the chat editor.
- If the Entire Article is selected, the article title will be displayed in the article card.
- If a specific heading is selected, that heading will be highlighted in the article card.
How the Article Appears in Chat
When a visitor or customer clicks on the article link:
- The article will open in Messenger, even if the Article Section is disabled in the Messenger layout.
Note:
- If the article is deleted or archived, an error alert will appear:
“Article not found. Please check the knowledge base to ensure it is not archived or deleted.” - If the user lacks permission to view articles, the sharing option will be disabled with the message:
“You don’t have permission to view articles.” - If the Article Section is not enabled in the Messenger layout, the option to share articles will not be available in the chat editor.
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