Share knowledge articles in phone interactions

During a phone conversation, agents can send helpful knowledge base (KB) articles to customers through SMS using the Add link in message option.

Before you begin

Required plugins: To enable the Add link in message functionality, install the following plugins:

• Conversational SMS Service Channel (sn_awa_sms_int)
• Agent Messaging Component (sn_agent_messaging)
• Agent-Initiated Messaging Interface (sn_agent_initiated)
• SMS Adapter Plugin (for example, sn_sms_aws_adapter, or any other supported SMS adapter)
  Note:

  The system supports multiple SMS adapters. Verify that your selected adapter is compatible with the Conversational SMS framework.

If the required plugins are not installed, the Add link in message action is not available. Instead, the system displays other guidance actions such as:

• Copy link (default primary action)
• Read article in full view
• Mark article as helpful
• Flag article

Role required: none

Procedure

1. Select Add link in message in the interaction record.
   The Compose Message modal opens with a preview to the article and a pre-filled message.
2. Customize the message as needed.
3. Review how the To field is populated.
   During phone interactions, the system auto-populates the To field using the following order:

   • If the Contact field is populated, the phone number from that contact is used.
   • If the Contact field is empty, the system uses the phone number from the Opened For field.
   • If both fields are empty, agents can manually enter a valid phone number.
4. Optional: If an agent manually changes the phone number in the To field:
   • The system treats it as a new interaction.
   • The previous message is logged as sent to the original number.
   • The new message is tracked separately to maintain clarity on what was shared and with whom.
5. Select Send to send the message to the customer.
6. After the message is sent:
   • A confirmation appears in the Notifications panel.
   • Select View interaction from the notification to open the related interaction record.
   • The message also appears in the Active SMS side panel.