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Sharing Knowledge articles via Agent Chat

I'm using When attaching a knowledge article to an Agent Chat conversation, is there a way to default to a specific Knowledge base? Currently, I'm in a live chat, when you click on the 'Book' icon, it displays all knowledge bases in our organisation ...

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Matt Lodge by Tera Expert
  • 666 Views
  • 2 replies
  • 0 helpfuls

Ai Search Fallback Returning no Matches

I'm noticing that the ai search isn't returning any KB or catalog matching results when searching relevant keywords. I duplicated the OOB AI Search Fallback topic block and enabled it via 'Custom Greetings and Setup' to ensure that the search is inde...

Tim Fischer by Kilo Explorer
  • 1864 Views
  • 3 replies
  • 1 helpfuls

Virtual Agent - Ticket status

Hi CommunityI have a requirement that end user can put Request number in Virtual Agent (VA) and the status of that request will be visible to end user.Can this be configured , if so can i be guided on how to achieve this and any necessary script/code...

gj1 by Kilo Expert
  • 1205 Views
  • 2 replies
  • 0 helpfuls