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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.

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Topics covered

Here’s what is covered in this article:

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Setting Up the Knowledge Base for Chat

Before sharing articles, it’s necessary to configure the Knowledge Base in chat settings.
  1. Go to Chat.
  2. Click Chat Settings or head to the profile icon at the top-right and click Set up.
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  1. Head to Set up Chat.
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  1. Under General → Layout, click on the settings icon beside Articles.
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  1. The articles available to share come from the Knowledge Base selected in the Articles layout settings.
  2. Upon clicking settings, if you do not have a Knowledge Base configured, a popup will appear prompting you to Configure Now.
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Searching for an Article to Share

  • You can insert articles from the selected Knowledge Base in Setup Chat during a conversation.
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  1. Enter the article name into the search bar.
  2. Click on the desired article to open its preview.
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Inserting the Article into Chat

  1. Click the Insert button or press Enter/Return to add the article into the chat editor.
  2. If the entire article is selected, the article title will be displayed in the article card.
  3. If a specific heading is selected, that heading will be highlighted in the article card.
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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.

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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.