Knowledge feature configuration

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Knowledge Feature Configuration

    This document outlines the configuration options available for the Knowledge feature in Engagement Messenger, enabling you to manage how knowledge articles are displayed to users. Proper configuration enhances user experience by allowing access to relevant content.

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    Key Features

    • Show articles by: Select article categories such as Featured articles or Most viewed articles to control what users see on the messenger home page.
    • Article count: Specify the number of articles displayed based on the selected Show articles by option.
    • Knowledge Bases: Associate relevant knowledge bases with your messenger module to ensure users have access to pertinent content.
    • Enable copy permalink: Allow customers to copy the permalink of knowledge articles for easy sharing.

    Key Outcomes

    To successfully configure the Knowledge feature, ensure the following:

    • The user needs to have the knowledgeadmin role assigned, in addition to the Engagement Messenger admin role.
    • If a knowledge base has no articles, the messenger UI will not display the knowledge article widget, regardless of the configuration settings.
    • Live preview functionality depends on the knowledgeadmin's access to articles; if access is lacking, only the titles will be shown.
    • Changing the Show articles by selection refreshes the title in the live preview but does not update the content if no articles are available.

    Understand the configuration and related lists of the Knowledge feature in Engagement Messenger to configure the field values.

    Table 1. Knowledge feature configuration form
    Field Description
    Show articles by
    Article category that is shown on the home page of the messenger. You can select one of the following categories:
    • Featured articles: Articles that are based on the keywords that are associated with the articles.

      For information on displaying articles in the Featured content section, see Add a knowledge article to featured content.

    • Most viewed articles: Articles that have the highest view among the articles of your knowledge base.

    The articles shown in the messenger are from the knowledge bases that you add in the Knowledge bases field.
    Article count

    Number of articles that are shown on the messenger home page.

    The articles are shown based on the option that you select in the Show articles by field.
    Knowledge Bases List of knowledge bases that are associated with your messenger module.

    Use the Edit option (Lock icon.) and search to add a knowledge base to your messenger module.
    Enable copy permalink Option for enabling your customer to copy the permalink of a knowledge article.
    Figure 1. Knowledge feature widget
    Knowledge feature widget displaying a list of featured articles with the article count set to 2.
    Note the following points while you are configuring the Knowledge feature on your Engagement Messenger module:
    • To add knowledge bases to your messenger module, verify that the knowledge_admin role is manually assigned to the user with Engagement Messenger admin [sn_csm_ec.ec_admin] role.
    • If the knowledge base that you added to the Engagement Messenger has no articles, then the homepage of the messenger UI does not display any knowledge article widget even when you select a value for the Show articles by and Article count fields.
    Note the following points regarding the live preview of Knowledge feature. However, the actual functionality of the feature is not affected when the Engagement Messenger is deployed in your website.
    • The list of articles that is shown in the messenger live preview depends on the application access that the knowledge_admin has to the articles.

      If the knowledge_admin does not have access to any articles, then no content is displayed in the preview. In such a case, only a title Featured articles or Most viewed articles is displayed.

    • Changing the value of the Show articles by field refreshes only the title and not the content in the messenger preview.