Knowledge Articles in Dixa Messenger

Dixa Messenger is more than a messaging tool. In addition to flows that help with everything from routing customers to the right agents and enabling various automations, you can use Messenger to increase your deflection rate and help your customers self-serve with available content in your Elevio Knowledge Base.

The Messenger front page can display a set of suggested knowledge articles that may help customers get answers to their questions.

The displayed articles are context-aware and change depending on where on your website the customers find themselves. Dixa Knowledge or Elevio creates suggestions based on the customer's URL.

How do I enable Knowledge in Messenger?

To enable Knowledge in Messenger, go to Settings > Messenger > [Select a Messenger widget] > Edit Appearance & Setup > Knowledge > Knowledge source select either Dixa Knowledge or Elevio. 

Elevio
You will need your Elevio Account ID, which you can find if you go to Elevio > Account Settings > Workspace Name

Add the Elevio account ID to your Messenger and toggle on the Elevio integration interface.

Dixa Knowledge
Select which Help Center you want to connect.

How are Knowledge articles displayed in Messenger using the integration?

The Knowledge integration allows you one of two options.

Display related articles on the Messenger front page

Articles directly related to the page are displayed on the Messenger front page. They are automatically selected by the system based on the URL.

Showing a search button to find articles

Use this to enable a dedicated area for the user to view and search for articles. You can customize the language of the button label and the label text itself.

Adding Knowledge articles within the nodes of a Messenger flow

To easily refer a customer to a knowledge article within a message-, input- or menu node in the Messenger flow, simply click the knowledge button and search for the correct article.

Tip: To hide the link from being shown as well as the preview of the article, click the link button and edit the name to a space character. 

If the article button is not avilable in the Message node, it is because a Hosted Knowledge Base hasn't been created yet.

How are Knowledge articles displayed in Dixa Messenger?

In order to reduce friction and enable customers not to have to break context, Dixa Knowledge / Elevio articles are displayed natively within the Messenger.

Customers can click to open it within the Messenger, never having to leave the chat.

Current Limitations

• The Elevio integration does not support Smart Groups
• You can only display public articles