Articles Space in Chat widget Follow

In this article, we will learn about how to configure the widget layout to display a dedicated space for published articles, making them accessible to visitors or contacts directly from the Messenger widget. This feature enhances the customer experience by providing self-service options and easy access to helpful resources.

Topics Covered

• How to Access Article Settings
• Understanding Visitor and Contact Tabs
• Enabling the Articles Feature
• Configuring the Knowledge Base

How to Access Article Settings

• Navigate to Chat
• Click on Chat Settings

• Click Set up Chat 
• Click on General
• Under Layout, you can manage the Article settings.

Enabling the Articles Feature

• Enable the toggle switch for "Articles" to make articles accessible in the chat widget.
• Click the gear icon next to Articles to select the appropriate Knowledge Base.

Configuring the Knowledge Base

• If no Knowledge Base exists:
  • Click on the dropdown to create one. If you don’t, the option will be disabled automatically.
• If a Knowledge Base exists:
  • If only one knowledge base is available, it will be selected by default.
  • If multiple knowledge bases exist, the first one will be selected.
  • If a knowledge base is already configured in Copilot settings, it will appear here by default.
  • If none or multiple exist, the field will appear blank.
• Choosing a different Knowledge Base than Copilot’s:
  • When you try to choose a different knowledge base than what is chosen under Copilot, you will see this message: "It seems you are using a different knowledge base for Copilot. Are you sure you don’t want to keep it the same"?
  • Upon confirmation, the new selection will be saved. Otherwise, it will revert to the Copilot knowledge base.