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.

How to enable the Help (KB) section in a 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 Section tab and click Help (KB) in the left sidebar. From there, enable the Help toggle.

   The Help (KB) section displays Knowledge Base categories and articles inside the widget.

   • Help (KB) can be reordered using drag-and-drop.

   Knowledge Base behaviors in the Live Chat widget:

   • Only categories allowed by Knowledge Base visibility rules appear.
   • The widget displays navigation as Categories → Articles (there is no intermediate Knowledge Base “Section” level in the widget).

   If Help (KB) is enabled, you can select Set as default view on the Help screen to make the widget open to Help by default.

   

How to configure KB categories in the help section

1. Go to Section → Help.

2. In the Category dropdown, choose either:

   • All Categories, or
   • One or more specific categories to limit what appears in the widget.

3. Click Update to save.

   

How Help (Knowledge Base) Appears in the Live Chat Widget

The following views show how Help (Knowledge Base) appears in the Live Chat Widget.

Category View

The Help tab opens with a category list. Users can search for categories using the Search for Category box. Each category also displays the number of available articles.

Article List View

When a user selects a category, the widget displays the articles available in that category. Users can search within the selected category using the Search for Article box.

Article Details View

When a user opens an article, the widget displays the full article content. The article view also shows details such as the published date and estimated reading time.

At the bottom of the article, users can submit feedback if feedback is enabled for Knowledge Base.

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.

Frequently Asked Questions

1. How do I enable Knowledge Base inside the Live Chat widget?
   Go to Admin → Chat → Live Chat, open an existing widget (or create a new one), then go to the Section tab, select Help (KB), and enable the Help toggle.

2. Why can’t I see Knowledge Base categories in the Live Chat widget?
   The Knowledge Base must be enabled for the customer portal, and only categories that are set to Public will appear in the widget. Articles restricted to logged-in users will not be shown in the widget.

3. Can I choose which Knowledge Base categories appear in the Help section?
   Yes. In Section → Help (KB), use the Category dropdown to select All Categories or choose one or more specific categories, then click Update.

4. What is the navigation flow for Knowledge Base inside the Live Chat widget?
   The Help section follows this flow: Category → Articles → Article details. There is no intermediate Knowledge Base Section level in the widget.

5. Can I make the widget open to the Help section by default?
   Yes. If Help (KB) is enabled, you can select Set as default view on the Help screen so the widget opens directly to the Knowledge Base view.

Related Articles

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