Utilising Knowledge within the Conversation view

Question

Accepted Answer

To really streamline the process of going from problem to solution, we provide an easy way to view your Knowledge Base content right from within the conversation view. 
No need to go elsewhere or open a new tab, everything you need to help handle the situation at hand is right in that single view.

Automated suggestions
By default, our Dixa will intelligently offer you suggested Knowledge articles based on the conversation that you're viewing within your right sidebar.
The way in which we do this is to take a look at the conversations content so far, and break that down to understand what the conversation is about, and find content in your Knowledge Base that relate well to that.
Matching by Tag
If you were to tag the conversation, we'll show articles that also have that same tag applied to them, to make it super easy to put the exact right content right at your fingertips.
In the event there are no articles with the same tag, we'll fall back to offering the automated suggestions.
Searching
At any time, you can ignore what is presented and instead search for content using the search bar.
Viewing the article
To view an article, it's as easy as clicking on the record to expand it. To get back to the suggestions/search results, click on the <- Results link above the article.
Smart replies
If you have access to Dixa AI Co-Pilot, you can utilize the smart conversation reply to draft a response to a customer's query based on existing knowledge base content as simply as clicking a button.

Internal vs External articles
The way you agents can differentiate between Internal vs External articles is:
By default, the sidebar will not show a link or "open in new tab" button for internal articles
You can add the name "Internal/External" in the title of the article or the folder, which both are visible.

See also
To control which content is generally available to agents when viewing a conversation, you can control which Collections are connected to which Queues. To learn how to do this, see Connecting a Collection to a Queue.
To create the content that will appear, take a look at the Content Management section in general, but specifically:
Managing Collections
Creating an article