Knowledge Base Articles

Manage users from the Users area in the left menu of the admin area.

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.

• 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 a link to a specific article with the URL attribute article=ID, replace ID with the article ID. Example: https://app.norbit.chat/articles-demo?article=Ucsx6.

• You can create a link to an article category with the URL attribute category=ID, replace ID with the category ID. Example: https://app.norbit.chat/articles-demo?category=LnNaZ.

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