Use Recommended Actions to attach knowledge articles to chat

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As an agent, use chat in Recommended Actions to resolve issues of the customers by attaching knowledge articles.

    Before you begin

    Role required: sn_nb_action.next_best_action_user

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace > Inbox.
    2. Change the status from Offline to Available to see all the active chats.
    3. Select Accept to start a chat conversation with a customer.
      The active customer chat session and corresponding chat details are displayed in a new subtab.
    4. Select the Recommended Actions icon (Recommended Actions icon.) in the contextual side panel.
      Based on the issue, the Share KB in chat interactions guidance cards are displayed.
    5. Review the Recommended Actions cards.
    6. Select Send in chat from the side panel to send the respective knowledge article to the customer.
      The Send in chat, part of Share KB in chat interactions guidance, is disabled for the inactive or concluded chats.Agent view of the Chat window displaying the public chat, private chat of the customer along with case details, guidance card action, and success message.

      Customer view of the active chat window.
      The knowledge article number and its' link is sent to the customer in the public chat, by default. Additionally, the used recommended card is moved to the history.
    7. Following are the other secondary actions.
      Table 1. Secondary Actions
      Actions Description
      Send in private chat Select this action if the customer is restricted to the article and to share the selected article privately to an internal agent.Active customer chat window displaying private chat and public chat.
      Copy Link Select this action to copy the link of the selected article.
      Read article Select this action to read the article and to select a secondary action. Here, you can also Read article in full view,Mark article as helpful, Flag article, Send in private chat and, Copy link.
    8. Continue reviewing the Recommended Actions cards and accept them as required, to resolve the issues.