Share KB in chat interactions guidance

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Share KB in Chat Interactions Guidance

    The Share KB in chat interactions guidance enhances customer service by recommending relevant knowledge articles to agents during chat interactions. This functionality allows agents to easily share knowledge articles within chat conversations based on the interaction's short description.

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    Key Features

    • Automatic Recommendations: Relevant knowledge articles are surfaced automatically based on the text entered in the Short description field of the chat interaction.
    • Manual Search: Agents have the option to manually search for knowledge articles if needed.
    • Sharing Options: Agents can share articles with customers or internally:
      • Send in chat: For sharing with customers.
      • Send in private chat: For sharing with internal users; articles marked as locked cannot be shared with customers.
    • Relevancy Score: A score displayed in the Search tab indicates how well the recommended articles match the agent’s query.
    • Lock Icon Indicator: Articles may display a lock icon, designating if they are locked for customer access or not.

    Key Outcomes

    By utilizing the Share KB in chat interactions guidance, agents can efficiently provide accurate information to customers, improving response times and enhancing the overall customer experience. The ability to share knowledge articles seamlessly supports agents in delivering informed assistance while maintaining internal communication protocols.

    The Share KB in chat interactions guidance recommends relevant knowledge articles to customer service agents and enables them to share the articles in chat conversations on chat interaction records.

    The Share KB in chat interactions guidance recommends relevant knowledge articles to agents who are working on chat interactions. The guidance surfaces relevant knowledge articles based on the text in the interaction short description. Agents can view the recommended articles and share a selected article in the chat conversation.

    The Share KB in chat interactions guidance enables automatic search results for knowledge articles by using the text in the interaction Short description field. The first article listed is the most relevant result. Agents can also manually search for articles.
    Note:
    If there’s no text in the Short description field, no search results are displayed.
    This guidance includes the following actions for sharing:
    • Send in chat: Agents can share the article with customers.
    • Send in private chat: Agents can only share the article with internal users such as other agents or managers. Customers can’t access locked articles. Private chat messages use a yellow background.

    The relevancy score displays on the Share KB in chat interactions guidance in the Search tab of the Recommended Actions contextual side panel. It indicates how well a search result matches the agent’s query.

    Public and private knowledge articles

    Some knowledge articles that appear in the search results display a lock icon in the upper left corner. The presence or absence of the lock icon determines the audience for the article and how the agent can share the article.
    • Lock icon: The guidance card has a Send in private chat action. Agents can’t share locked articles with customers.
    • No lock icon: The guidance card has a Send in chat action. Agents can share these articles with both internal users and customers.

    Send in chat

    When an agent selects Send in chat:
    • An information message is displayed.
    • The number of the knowledge article is inserted in the chat.
    • The knowledge article preview card is inserted in the chat. The card includes a link to the article and the article short description.

    Send in a private chat

    When an agent selects Send in private chat:
    • The number of the knowledge article is inserted in the chat along with the lock icon.
    • The knowledge article preview card is inserted in the chat along with the lock icon. The card includes a link to the article and the article short description.
    • The entries use a yellow background indicate that it’s a private chat.