Knowledge Base Articles
Knowledge base articles provide instant answers to customers to help reduce customer support volume. To manage the articles, go to Settings > Articles. Articles support HTML code, which can be used to add images, videos, and other content. Here are some HTML code examples that you can use:
| Name | Code |
|---|---|
| Button | <a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn">Click here</a> |
| Image | <img src="https://via.placeholder.com/1500x600" /> |
| Image with lightbox | <div class="sb-image"><img src="https://via.placeholder.com/1500x600" class="sb-image" /></div> |
| Video | <video controls><source src="video.mp4" type="video/mp4"></video> |
| YouTube and Vimeo | Enter the embed code provided by YouTube or Vimeo |
Display articles
- The articles can be shown in the chat dashboard by enabling them from the Settings > Chat area.
- The articles can be shown in a dedicated page by inserting the code
<script>var SB_ARTICLES_PAGE = true;</script>into any page showing the chat. To set the location of the articles area Enter the code<div id="sb-articles" class="sb-loading"></div>. If you're using the WordPress version you can use the shortcode[sb-articles]. - Alternatively, articles can be shared via the rich message shortcode,
[articles].
More information
- Translate the categories from Settings > Translations by adding the translation name and its translation.
- If you use categories, only the articles assigned to a category are displayed.
- If there is at least one translated article in the user's language, only the translated articles are displayed.
- Articles are synchronized automatically with the Dialogflow knowledge base if the Dialogflow app is installed.
- You can create an internal chat link to an article with the button rich message.
- You can create external article links with the URL attribute article=ID, replace ID with the article ID. Example: https://chat24plus.com/articles-demo?article=Ucsx6.