Knowledge customizations in Agent Workspace (and an Agent Chat question)

[Juan25]

Hi everyone - We're looking to make a couple changes to how knowledge articles are displayed in Agent Workspace.  These are two separate changes but are related so I'm putting them in the same post.

1. Modifying view/layout of KB articles in Agent Workspace?

We have "content panels" in our Knowledge articles.  These content panels are stored in a separate table and allow knowledge managers to easily organize content into sections they can show/hide when viewed in our portal.  We display these content panel records by querying the table via a widget when viewed in the portal.  We also display them in a "flat" (no accordions) view via a UI macro when viewed on the backend.

Now need to figure out how to modify the view that is used when an article is viewed in Agent Workspace.  Currently, it only shows the body of the article (OOB behavior) but we'd like to insert a component/widget/code right after the article body where we can query these content panels.  Our team is new to modifications of Agent Workspace and so far documentation and Googling hasn't helped much

Can someone point me in the right direction on where these modifications need to be made?

2. "Send to Chat" button on articles?

We are using Agent Chat with live agents.  They use Agent Assist to lookup articles that they can then send to the customer who they are chatting with.  Agents have requested that a button appear at the top of KB articles in Agent Workspace that will send the portal URL of the article to the current ongoing chat.  I feel like I've scoured the community and documentation and haven't gotten anywhere unfortunately.

So my question on this one is two-fold:

Where can I add this button/macro so it shows up on articles in Agent Assist in Agent Workspace and from a coding perspective, how do I insert a message into an ongoing chat?

For the most part, I just need to know where to implement these changes and for the last question, maybe a code example or some documentation on the correct method for inserting messages into a chat?

Thanks in advance!

[emilysumo]

Hi Kilo, Did you resolve the item1? We are having similar requirement with Agent Assist for SOW.