Knowledge and Chat Widget

Create a knowledge base

Open Chat & Voice → Knowledge and create a focused knowledge base for one audience or operational domain. Add only content the agent is allowed to use. Name sources so an owner can recognize and replace them later.

Good sources are current FAQs, service descriptions, approved policies, product documentation, qualification rules, and escalation guidance. Poor sources include mixed private folders, old exports, unreviewed chat logs, contradictory price lists, and documents with secrets.

Maintain knowledge quality

• Prefer a small authoritative set over a large noisy archive.
• Record an owner and review cadence outside the document when the product does not store one.
• Remove superseded sources.
• Test retrieval using the customer’s language, misspellings, and indirect questions.
• Require the agent to say it does not know when the source does not support an answer.

Use the knowledge-base test view where available before attaching it to an agent. A document being uploaded does not prove the relevant answer will be retrieved correctly.

Connect knowledge to an agent

Open the agent configuration and select the intended knowledge base. Retest answers that depend on it. When multiple bases are attached, look for conflicting definitions, overlapping audiences, or different versions of the same policy.

Configure the Chat Widget

Open Chat & Voice → Chat Widget. Configure the customer-facing identity, greeting, behavior, and agent shown by the workspace. Copy or apply the installation method presented in the UI to the intended website.

Before public installation:

• Test on a staging or restricted page.
• Confirm the widget loads without blocking page performance or navigation.
• Verify mobile layout, keyboard use, contrast, and open/close behavior.
• Test the correct agent and workspace after deployment.
• Confirm privacy notice, consent, transcript handling, and human handoff.
• Exclude internal or sensitive pages where the widget is not appropriate.

Troubleshoot widget behavior

If the widget does not appear, confirm the installed snippet or integration, published configuration, allowed domain, content-security policy, consent manager behavior, browser extensions, and cached site build. If it appears but uses old content, verify which agent and knowledge base are attached and allow for published configuration propagation.