A service agent can insert the full text of any article from your Help Center into their active chat session. This text is editable, so that the agent can delete any material that goes past the bounds of your user’s reported problem or question.

To pull Help Center content into a customer service conversation, an agent does the following.

Step 1. In the button bar under the open issue’s conversational history, click FAQ.

A contextual menu shows a text search field. Browser focus is inside the text search field, to support entering text immediately.

 

Step 2.  Begin entering relevant words into the search field to start populating a dynamic list of matching Help Center articles.

Step 3.  To choose the most appropriate of these Help Center articles, click it in the list.

The corresponding Help Center article loads immediately into the chat session reply field, where it is fully editable.

Step 4.  (Optional) Edit the reply before deciding whether to send it.

 

Step 5.  To send the Help Center article as a reply in the active chat session, click either REPLY or REPLY & RESOLVE.