The integration between Comm100's Knowledge Base and Live Chat allows you to offer a self-service option through a knowledge base search function within the chat window prior to chatting. Additionally, your agents can have quick access to knowledge base articles within their Agent Console. This article walks you through how to enable the integration.

Step by Step Instructions

1. Log into your Comm100 account, and make sure that you have both Live Chat and Knowledge Base in your account.
2. Go to the Live Chat dashboard, click Campaign and then KB Integration from the left menu list.

   

3. Enable the integration, and then choose the knowledge base you'd like to integrate with your live chat campaign.
4. Under the Knowledge Base Search before Chatting or Leaving Messages section, you can:
   • Allow visitors to search knowledge base before chatting
   • Allow visitors to search knowledge base before leaving an offline message
   • Customize the greeting message on the knowledge base search page
   • Set how many articles to show in search results at most

     

5. Hit Save Changes to complete the integration.

That's it! Now that visitors have the option to search your knowledge base before chatting, you can prevent your agents being asked a number of simple questions by customers, reducing your chat volume so that your agents can focus on the customers that need their help most.