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AurionAI

Insert a knowledge base article

5 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can insert articles. Read-only users cannot.

Often the answer to a question is already in your knowledge base. Instead of writing it again, add the article to your reply. The customer gets a link to the article on your public Help Center, or a short extract with the link.

Prerequisites

Steps

  1. Open the conversation. Below the messages, select the tab Reply.
  2. Click in the text box where the article should go.
  3. In the bar above the text box, select KB Article. The window Insert KB Article opens.
  4. Find the article:
    • Before you type, the section Suggested for this conversation lists articles that the AI picked for this conversation. To get a new list, select Regenerate suggestions.
    • Or type at least two letters in the search box. The list shows matching published articles.
  5. For the article you want, choose:
    • Insert link: adds the title of the article as a link.
    • Embed content: adds a box with the title as a link and the start of the article text.
  6. The window closes and the article is in your reply. Finish your reply and send it.

[Screenshot to come: The window to insert a knowledge base article, with the search box and the suggested articles]

The AI suggestions can be wrong: the window says Powered by AI · Verify relevance before inserting. Open the link and check the article before you send it.

Insert an article while you type

In the text box, type # and at least two letters of the article title. A list of published articles appears. Choose one: a label with the title of the article appears in your text. The customer receives the title with the link to the article.

You can use KB Article and # in email, chat, web widget and WhatsApp replies, and # also works in notes.

Agents only articles

Some articles are internal. They are in a collection with the visibility Agents only. They never show in the Help Center, and a customer must not get them.

  • In every list of articles in the inbox, an internal article has the tag Agents only: Suggested for this conversation, the search results, KB Matches in the AI panel and the knowledge base panel of a task.
  • For an internal article, Insert link and Embed content are not available. The list says: Internal. Open it to read and copy parts. You cannot send the link or the full article.
  • The # list does not show internal articles.

Read an article and insert parts of it

  1. In the window Insert KB Article or in KB Matches, select the title of the article. The window Article preview opens with the full article.
  2. For an internal article, the window says: Internal article. Do not send it to the customer. Select the parts you need and insert them as your own text.
  3. In the article, select the text you need.
  4. Select Insert selected text to add it to your reply, or Copy selected text to copy it.
  5. Change the text so that it answers the customer. Then send your reply.

The inserted text has no link and no article name. For an article that is not internal, the window also has Share link and Embed article.

Read-only users can open and read the window Article preview. They cannot insert or share.

AurionAI also checks each reply, public note and forward when you send it. If it contains a link to an internal article, AurionAI does not send it and shows: This message links to an internal (Agents only) article. Remove the link or insert the text instead. A private note can contain the link.

Result

Your reply contains a link to the public Help Center article. The customer can open it without signing in to the dashboard. AurionAI also records which articles you shared in the conversation.

If something goes wrong

  • The window shows No public Help Center address is configured for this workspace, so a customer link can't be created. Your organization has no public Help Center address yet, so no link can be made. Ask your administrator. Read Brand your Help Center.
  • The article you need is not in the list. Only published articles appear. Try other words. If the article is a draft, ask the person who manages the knowledge base to publish it.
  • The suggestions say there is no match or not enough context. Search by words instead.
  • The suggestions say Suggestions based on text search (AI unavailable). The AI is not available at the moment, so the suggestions come from a word search. Check them carefully.
  • Insert link and Embed content are grey, with the tag Agents only. The article is internal. Open it and insert only the text you need. Read Agents only articles.
  • The message Failed to load article appears. Try again. If it still fails, the article may have been removed.
  • Insert in reply in the AI panel added only a title. That article has no public link: your public Help Center is turned off, or the article is not published there. Use KB Article to choose another article, or ask your administrator.

Still stuck? Submit a request or .