BoldDesk live chat widget seamlessly integrates the Knowledge Base into the live chat widget, helping users quickly find relevant information and reducing the need for agent support.

Enable the Knowledge Base in Live Chat Widget

1. Go to Admin > Chat > Live Chat.

2. Select an existing widget to edit or click Add Widget to create a new one.
   

   
   
   

3. Open the General tab and click Knowledge Base in the left sidebar. From there, enable the Knowledge Base option.
   

   
   
   

How Knowledge Base Appears in Live Chat Widget

This indulges different views of the Knowledge Base in the Live Chat Widget.

Home Screen View

The home screen lets users browse categories, switch between the Knowledge Base and live chat, and search for articles. If there are more than five categories, clicking View All displays the complete list.

Article List View

When users select a category, all associated articles appear. The Live Chat Widget supports a search option for the article list.

Article Details View

Clicking an article opens its full content, where users can Like or Dislike it.

If a user selects Dislike, a feedback prompt appears to collect input for improvements.

How to Customize the Satisfaction Feedback

1. Go to Admin > Help Desk > Customer Portal > Knowledge Base.

2. Under Enable Satisfaction Feedback, configure options for collecting user feedback.
   

   
   
   

This ensures that user feedback is collected effectively to improve Knowledge Base content.

Troubleshooting: “No Categories Found” Error in Live Chat Widget

This issue typically occurs when the Knowledge Base is either disabled at the portal level or not configured to be publicly accessible. Even if KB articles are published, the live chat widget will not display them unless the portal visibility settings allow access.

Resolution

Verify the following Knowledge Base configuration settings:

1. Confirm Knowledge Base is Enabled

   • Navigate to Admin → Customer Portal → Knowledge Base.
   • Ensure that the Knowledge Base feature is enabled.
     
     
     
     
     
   • If disabled, the live chat widget will not be able to retrieve any categories or articles.

2. Verify Portal Visibility Settings

   • In the KB Home Configuration section, locate the setting “This portal can be viewed by:”
   • Ensure the option “All Users” is selected.
     
     
     
     
      
   • If the portal is restricted (for example, limited to logged-in or specific users), the live chat widget may not have permission to load KB categories.

3. Verify Category Visibility Settings

   • To manage Category Visibility navigate KB module > Manage Articles.
   • Ensure the category is set to “Any Users”.
     
     
     
     
      

Expected Result

Once the Knowledge Base is enabled and the portal visibility is set to All Users, the live chat widget should successfully load available Knowledge Base categories and display relevant articles without showing the “No category found” error.

Frequently Asked Questions (FAQs)

1. Can I restrict which Knowledge Base categories appear in the live chat widget?
   Yes. Only categories set to Public in Knowledge Base settings appear in the widget. Private or restricted categories are not shown.

2. Can I customize the order of categories shown in the widget?
   Yes. Category ordering follows the arrangement configured in Help Desk → Knowledge Base → Categories.
   Explore further instructions about Organizing Knowledge Base: Categories & Sections in BoldDesk.

3. Do draft or unpublished articles appear in the widget?
   No. Only published articles in Public categories are displayed.

4. Can I disable feedback collection for articles opened inside the widget?
   Yes. Feedback can be enabled or disabled in Customer Portal → Knowledge Base → Satisfaction Feedback settings.

5. Does the widget display article attachments?
   Yes. Attachments that are part of the article content are displayed within the article view.

6. Can I apply different Knowledge Base settings to each widget?
   No. Knowledge Base visibility is global. Widget‑specific restrictions for KB content are not available in BoldDesk.

7. Does the Live Chat Widget support the Knowledge Base to display in the order of Category > Section > Article?
   No. The widget simplifies navigation: once a category is selected, it displays the articles within that category. Sections are not visible in the widget interface.

Related Articles

• How to Enable Knowledge Base in Help Widget.
• Organizing Knowledge Base: Categories & Sections in BoldDesk.