Autosuggest from KB

Bringing links into chat from simple fuzzy search of KB content would be a huge step forward in user experience. I am not suggesting ai to simulate dialogue, just a quick search of KB articles. This can get some customers the simple, quick faq type answers they want without taxing agents.

Hi RyanOpti,

Thank you for your suggestion! I’m glad to hear that you’re interested in improving our product features.

We currently have a Widget Card feature for KB search, which allows users to search for articles before the chat starts. Additionally, we also have the option to pin specific KB articles for users that cover common FAQs before chat even starts.

However, I understand that you’re looking for more options to deliver KB articles to users during the chat itself. Our product team is actively exploring this idea, including linking KB information with AI to improve the chat experience.

Thanks for choosing our product, and please let us know if you have any further suggestions or feedback.