How to Display and Customize the Knowledge Base in the Live Chat Widget
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.
You must enable the Knowledge Base for the customer portal to integrate it with the live chat widget. Explore further instructions about How to Enable or Disable Knowledge Base in Self-Service Portal?.
Enable the Knowledge Base in Live Chat Widget
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Go to Admin > Chat > Live Chat.
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Select an existing widget to edit or click Add Widget to create a new one.
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Open the General tab and click Knowledge Base in the left sidebar. From there, enable the Knowledge Base option.
Only categories that are publicly visible will appear in this dropdown. Ensure the necessary categories are set to Public in the Knowledge Base settings. Note that articles restricted to logged‑in users will not display in the widget, regardless of your login status. Explore further instructions about Managing Knowledge Base Categories Visibility in BoldDesk.
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
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Go to Admin > Help Desk > Customer Portal > Knowledge Base.
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Under Enable Satisfaction Feedback, configure options for collecting user feedback.
This ensures that user feedback is collected effectively to improve Knowledge Base content.
FAQs
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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. -
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. -
Do draft or unpublished articles appear in the widget?
No. Only published articles in Public categories are displayed. -
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. -
Does the widget display article attachments?
Yes. Attachments that are part of the article content are displayed within the article view. -
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.
