Show Categories Directly When Clicking the Knowledge Base Button in SalesIQ Chat Widget
Hi Zoho SalesIQ Team,
I would like to submit a feature request regarding the behavior of the Knowledge Base button in the SalesIQ chat widget.
Current Behavior:
When a visitor clicks the Knowledge Base (KB) button in the chat widget, they are first taken to an intermediate screen displaying 3 suggested articles along with a “Show All” button/link. Only after clicking “Show All” can the visitor access the categories view.
As a result, visitors must perform two actions before they can browse the knowledge base categories. For users who prefer navigating by category, the intermediate articles screen adds unnecessary friction and limited value.
Please note that this request is not related to the 3 featured articles displayed on the homepage.
Requested Enhancement:
We would like the option for clicking the KB button to take visitors directly to the categories view — the same view currently shown after clicking “Show All.”
The intermediate 3-articles screen should either Be removable entirely, or, Be configurable/optional through settings.
Use Case:
Many users prefer exploring the knowledge base by category rather than through suggested articles. Requiring them to first go through an intermediate articles screen can create confusion and slow down navigation, especially when the suggested articles are unrelated to what they are trying to find.
Many users prefer exploring the knowledge base by category rather than through suggested articles. Requiring them to first go through an intermediate articles screen can create confusion and slow down navigation, especially when the suggested articles are unrelated to what they are trying to find.
Suggested Implementation:
Please consider adding a configuration option in the SalesIQ Knowledge Base widget settings that allows admins to choose the default landing view when the KB button is clicked:
Articles View (current behavior)
Displays 3 suggested/pinned articles with a “Show All” option.Categories View (requested behavior)
Opens the categories list directly.
Alternatively, the categories view could become the default behavior, with the intermediate articles screen removed entirely.
Thank you for considering this enhancement.
Best regards,
Ram
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