Attaching Knowledge articles to a user during an interaction

[dineshchoudhary]

Currently, when an agent is interacting with an employee through live chat in AWA with Agent Assist enabled, they can search for knowledge articles. However, when attempting to attach a knowledge article to the interaction, it prompts them to attach it as a work note. Is there an option to attach the article directly to the chat window, instead of using a work note or another field on the interaction record?

PFB screenshot for reference

Thanks in advance.

Regards

Dinesh

[Community Alums]

Hi @dineshchoudhary ,

Please follow the steps mentioned in this solution:

https://www.servicenow.com/community/service-operations-workspace/attaching-a-knowledge-article-to-w...

[dineshchoudhary]

Hi Sandeep,

This article discusses attaching a KB article to a work note instead of adding it as an additional comment. What I am looking for is a way to attach the KB article directly to the live interaction chat window, rather than to any field within the interaction record.

[Lynda1]

Our team copies the hyperlinked KB number and pastes it into the chat.

They used to be able to drag and drop it but that broke a few versions back. So they just copy and paste the hyperlink.