Skip to main content
In this article, we’ll learn 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

Before sharing articles, it’s necessary to configure the Knowledge Base in chat settings.
  • Go to Chat.
  • Click Chat Settings or head to the profile icon at the top-right and click Set up.
Screen Shot 2025-06-05 at 8.48.29 PM.png
  • Head to Set up Chat.
Screen Shot 2025-06-05 at 9.09.37 PM.png
  • Under General → Layout, click on the settings icon beside Articles.
Screen Shot 2025-06-05 at 9.11.13 PM.png
  • 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 Knowledge Base configured, a popup will appear prompting you to Configure Now.
Screen Shot 2025-06-05 at 9.27.32 PM.png

​
Searching for an Article to Share

  • You can insert articles from the selected Knowledge Base in Setup Chat during a conversation.
Screen Shot 2025-06-05 at 9.30.37 PM.png
  • Enter the article name into the search bar.
  • Click on the desired article to open its preview.
Screen Shot 2025-06-05 at 9.34.09 PM.png

​
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.
Screen Shot 2025-06-05 at 9.36.40 PM.png

​
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.
  • 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.