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Service Agents or Representatives can quickly insert Salesforce Knowledge Articles content when on Active Messaging Session using "Insert Article into Conversation" action.
Blog Post:
https://www.infallibletechie.com/2024/12/share-knowledge-articles-content-in-active-salesforce-messaging-session.html
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0:06
hello everyone in this video we are
0:09
going to
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see how to allow agents to insert
0:15
knowledge
0:16
article when they are actively chatting
0:19
with the website
0:23
visitors in Salesforce messaging session
0:27
record for this demo I'm going to make
0:30
use of Salesforce messaging for inapp
0:33
and web which makes use of messaging
0:36
session record in
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chat we would have used chat transcript
0:42
object but for messaging we use a
0:45
different entity called messaging
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session
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record the first step is we have to go
0:52
to object manager search for the
0:56
knowledge
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object make sure uh you have the object
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knowledge knowledge
1:03
uncore
1:05
kav and then we have to go to
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Communication channel
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mapping in this communication Channel
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mapping use the new button and create a
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new Communication channel mapping make
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sure you have a channel for messaging
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messaging um Channel makes use of
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messaging session record you if you have
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record types then you can make use of
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the knowledge record
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types you we have to select the
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fields that uh will
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be shared in the conversation pain so
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here I have selected title and summary
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so as an agent when I search a knowledge
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article and uh insert it on the
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conversation pane it will get the data
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of title and summary and then it will
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send that knowledge article content to
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the um visitor who initiated the
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messaging
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session so once this channel mapping is
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done we have to go to messaging session
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object and then we have to add
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the knowledge component onto the
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lightning record
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page in my org I have 12 knowledge
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articles so as an agent I will be able
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to insert the content of these uh
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knowledge
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article to the visitor uh who initiated
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the messaging so let's see a demo as an
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agent I have made available for
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messaging as a visitor I'm initiating a
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messaging
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session so
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here as an agent I was able to accept
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the messaging session I have the
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knowledge uh component here I can create
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a new article or I
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can search for the knowledge
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article so as a visitor I'm asking to
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expedite my
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order and this is the order
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number so here as an agent what I can do
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is I can search for
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expedite and then I can make use
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of insert article into con
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conversation this will invert the
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content if you want to add any content
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you can add before sending
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so it made my um work easy as an agent
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by just inserting the knowledge article
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content so the visitor will be able to
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see that steps and then they will be
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able to resolve the
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issue so to
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summarize we have to go to to the
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knowledge object we have to create
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Communication channel
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mapping second uh thing we have to do is
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we have to go to the messaging uh
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session object and in the lightning
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record page we have to add the knowledge
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component so that the agents will be
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able to
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search and uh as an agent the agents can
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make use of insert article into
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conversation so that the article content
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will
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be available in the cont ation pain
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before sending the message they will be
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able to edit it and send it to the
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customer I hope it was
5:25
helpful thank you for
5:28
watching for
Enterprise Technology
Software
Internet Software
Email & Messaging
Text & Instant Messaging
Voice & Video Chat
Science
Knowledge Management
Helpdesk & Customer Support Systems
Intelligent Personal Assistants