Articles

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.

• If some block is not saved, e.g. text block, disable all browser extentions and try again.

• 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, repalce ID with the article ID.