How do you handle customers who ask questions that are already covered on your website?

I’m working on an educational website, CertsHero, where visitors often ask questions through live chat even when the information is already available on the site. Since there are a lot of certification and exam-related pages, sometimes it isn’t obvious which page is the most relevant one to share.

I’m wondering how other websites handle this with tawk.to. Do you usually send visitors a direct link, use saved replies, or have the agent explain the answer manually?

I’d also be interested to know if there’s a good way to quickly find and share the relevant knowledge-base article without making the conversation feel too automated.

What workflow has worked best for you?