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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.

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Topics covered:

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How to Access Article Settings

  • Navigate to Chat
  • Click on Chat Settings
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  • Click Set up Chat
  • Click on **General ** Under Layout, you can manage the Article settings.
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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.
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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.
Note: You will need “Manage Chat Settings” or “Manage Unified Inbox” permissions to update these settings.
  • The Knowledge Base can be configured without enabling articles for the customer side in Messenger.
  • The Home and Chat sections of the chat’s layout are always enabled, and they cannot be disabled.