Add or Remove Articles in a Conversation
In BoldDesk, you can attach or remove Knowledge Base (KB) articles within a conversation. This helps agents provide quick references and improves the overall support experience. This guide explains how to:
- How to Add a KB article to a conversation
- How to Remove a KB article from a conversation
You can only link articles that are created and published in the Knowledge Base (KB) module. Learn More Creating and Managing Articles
How to Add a KB Article to a Conversation
Step 1: Open the Links Tab
- Open the conversation where you want to add a KB article.
- Click on the Links tab.
Step 2: Add an Article
- Click Add an Article.
- Enter either:
- Article title text, or
- KB article ID
Step 3: Select the Article
- Choose the correct article from the search results.
- The selected article will now be linked to the conversation.
Please refer to this GIF for further details.
How to Remove a KB Article from a Conversation
Step 1: Locate the Linked Article
- Open the conversation.
- Go to the Links tab.
- Identify the article you want to remove.
Step 2: Remove the Article
Click the Remove (trash) icon next to the article.
Step 3: Confirm Removal
Click Yes, Remove in the confirmation popup.
- Removing an article does not delete it from the KB module—only from the conversation.
- Articles can be found using text search or article ID for faster identification.
Please refer to this GIF for further details.
Frequently Asked Questions (FAQ)
1. Can I link articles from external websites?
No. Only articles created inside the BoldDesk Knowledge Base can be attached.
2. How many KB articles can I attach to a conversation?
There is no strict limit, but attaching only relevant articles is recommended for clarity.
3. Can I edit a linked article from the conversation?
No. You must edit the article in the KB module. The conversation will always reflect the latest version automatically.
