Enable chat agent to insert knowledge article link into customer chat
Can I please suggest you make it easier to share a public knowledge article link with a customer in chat. Copy/paste of an entire article into a small chat window can be overwhelming to a user, and doesn't work if there are images.
As a chat agent i can access a knowledge article on the right panel but there is no way to copy the link. I suggest you place a button so that the article link selected in the panel is either placed directly into the chat or copied to clipboard.
Ideally this could form part of a shortcut so you could easily chat to customer as follows:
Hi, thanks for your enquiry.
We have an article on this topic which you can find <u>here</u>.
Please let me know if this answers your query
This works really well for us, thank you!
Admintawk.to (top bird!, tawk.to) commented
This is Sienna from tawk.to. Thank you for reaching out and for sharing your feedback about our Knowledge Base.
We are continuing to build out our knowledge base product.
We've acknowledged your request and have escalated it to the Knowledge Base team. They will work with this suggestion and will add the feature in due course.
If you have any other questions, require assistance, or just want to talk to someone at tawk.to here is a link to my calendar - https://calendly.com/siennarubio/30min; I'd be happy to help!