How to Display and Customize the Knowledge Base in the Live Chat Widget
BoldDesk live chat widget seamlessly integrates the Knowledge Base into live chat widget, helping users quickly find relevant information and reducing the need for agent support.
You must enable the Knowledge Base for the customer portal to integrate it with the live chat widget. Please refer to this article for more details.
Enable the Knowledge Base in Live Chat Widget
- Go to Admin > Chat > Live Chat.
- Select an existing widget to edit or click Add Widget to create a new one.
- Go to the General tab and enable the Knowledge Base option.
Only categories that are visible to all users will appear in this dropdown. To ensure the required categories are included, make sure they are set to ‘Public’ in the Knowledge Base settings. Articles restricted to logged-in users within those categories will remain hidden in the widget, even if you are logged in. Please refer to this article for more details on category visibility.
How Knowledge Base Appears in Live Chat Widget
This indulges on different views of 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
- Go to Admin > Help Desk > Customer Portal > Knowledge Base.
- Under Enable Satisfaction Feedback, configure options for collecting user feedback.
This ensures that user feedback is collected effectively to improve Knowledge Base content.
