Articles

To start using departments, follow these steps:

• Go to Settings > Miscellaneous and add the required departments. Save your changes and reload the page.
• Go to Users > Agents and edit an agent. You’ll see a new field to set the department of the agent.
• After saving, reload the page. In the Conversations area, you will now find an option to set the department for conversations.

Yes, you can create external article links using the URL attribute “article=ID”. Replace “ID” with the article ID. For example: https://chat.rpaix.com/some-article#1234.

You can create internal chat links to articles using the button rich message.

Articles are synchronized automatically with the Dialogflow knowledge base if the Dialogflow app is installed.

If there is at least one translated article in the user’s language, only the translated articles will be displayed.

If you use categories, only articles assigned to a specific category will be displayed.

Yes, you can translate article categories by adding translation names and their respective translations in Settings > Translations.

Articles can also be shared via the rich message shortcode [articles].

You can show articles on a dedicated page by inserting the code <script>var SB_ARTICLES_PAGE = true;</script> into any page where the chat is displayed. To set the location of the articles area, insert the code <div id="sb-articles" class="sb-loading"></div>. If you’re using the WordPress version, you can use the shortcode [sb-articles].

You can enable the display of articles in the chat dashboard by going to Settings > Chat area and enabling the corresponding option.

Certainly! Here are some HTML code examples for different types of content:

Knowledge base articles support HTML code, allowing you to include various types of content such as images, videos, and more.

To manage knowledge base articles, navigate to Settings > Articles.

Knowledge base articles provide immediate answers to customers, helping to reduce the volume of customer support inquiries.