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Knowledge Capture in Chat

  • September 11, 2018
  • 2 replies
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C

Please include the Knowledge Capture app, or something similar so that Chat agents can quickly reference and link articles in chats.

 

Also I would like to see the ability to link AND paste articles instead of just link.  It's pretty cold to just say "hey click here for your problem. You read and do it"  I would still want to provide the link but also be able to actually paste the text and modify it to respond to chats and support tickets.

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    2 replies

    R
    • Ramin12
    • September 11, 2018

    Hi Charles,

    Have you tried using the Knowledge Base Search app already? 

    Here is the listing: https://www.zendesk.com/apps/chat/knowledge-base-search/

    It would allow you to search and insert the link of the article in the text input area.

    Alternatively, you can look at using chat shortcuts for text and links to HC articles that your agents can tweak and modify to make more personal. Companies usually do this for their more commonly asked questions.

    Currently, there are no plans to add the Knowledge Capture app in the Chat dashboard in 2018.

    -Ramin

    C
    • Charles22
    • Author
    • September 11, 2018

    That may just do it!  Thanks Ramin!  I'll have to confirm with live chats but I think that is exactly what I was looking for.

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