Share KB in chat interactions guidance

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Share KB in Chat Interactions Guidance

    The Share KB in chat interactions guidance enhances customer service agents' efficiency by recommending relevant knowledge articles during chat interactions. By analyzing the text in the interaction's short description, the system surfaces the most pertinent articles for agents to share with customers or internally.

    Show full answer Show less

    Key Features

    • Automatic Article Recommendations: The guidance automatically retrieves knowledge articles based on the short description text. If this field is empty, no results will be shown.
    • Manual Search Option: Agents have the ability to manually search for knowledge articles if needed.
    • Sharing Options: Agents can share articles publicly with customers or privately with internal users, denoted by the presence of a lock icon. Locked articles cannot be shared with customers.
    • Relevancy Score: The relevancy score displayed in the Search tab indicates how well an article matches the agent's query, aiding in effective decision-making.

    Key Outcomes

    When agents select to Send in chat, an information message ensures the knowledge article number and a preview card are included in the chat, allowing for easy access to the article. For Send in private chat, the article number and a lock icon are included, indicating restricted access to internal users only. This functionality streamlines the sharing process and enhances communication efficiency in customer interactions.

    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.