1. Articles are the most expandable form of help that you can offer to visitors who visit your website. A perfectly drafted article can help a multitude of visitors at once - a herculean task for any operator in your organization.
2. These articles also save visitors the trouble of navigating from one screen to another in search of help.
3. Your operators can share articles during customer conversations instead of typing out the same response every time, which can be monotonous and time-consuming. This way, they can focus on more important and crucial queries. Thus, articles save a lot of time and effort.
4. The more the number of articles, the more powerful your AI Bot will be. When you have a sturdy article collection, the functioning of your AI Bot becomes more effective and smooth - the bot gets trained to answer any question that comes from the visitor.

How to enable the Knowledge base in the chat window (Self-service)?

To enable self-service for your visitors and allow them to find solutions to their problems using your articles and FAQs, check out How to enable a Knowledge Base in your visitor chat window guide.

1. Inside the SalesIQ dashboard, navigate to  Resources > Articles.
   
2. Click on  Add, and select  Compose .
   

1. Give your article a title and click  Save .
   
2. The new editor powered by Zoho Writer will open, and you can start drafting your article.

1. Reference: Refer to other language variants of the same article for accurate composing.
   
2. Language variant: Select the language variant of the current article. See multilingual support for details.
   
3. Versions: View the version history of the current article. If you have already published the article, you can view the published version for reference. An article can have both a published version and a draft version simultaneously. Any changes made to the published version will be saved as a draft. Once the draft is published, the draft version is removed. Editing the newly published version will create another draft.
   
4. Departments : Associate this article to a department.
   
5. Category : Categorize your articles to keep your articles organized and make it easier to find the required articles from the self-service knowledge base.
   
6. Channels : Select the channels in which this article should be visible in the self-service knowledge base.
   
7. Make this article public : When enabled, this article will be displayed in the visitor chat window (if enabled).
   

1. Select the parent category under which you want to place the article.

1. To place this article under a sub-category, click on  Choose sub-category option.
   

1. To further categorize this article in a sub-category, click on the  Choose sub-category option once again and select the sub-category. Now you have placed the article under the 3rd lever sub-category.

Note:  When you edit and save an existing article as a draft, the original version of that article will be displayed in the article tab of the chat window until the new version of the article is published.

Articles support in channels

1. In case of chats from integrated channels like Facebook, Whatsapp, Instagram, Telegram, LINE etc., articles can be shared in the usual manner by operators.
   

1. The shared articles will be displayed to the visitors in the form of URL links.
   

1. Visitors can open the link to display the shared article on a webpage.