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Sending KM articles during live conversation

Updated on December 3, 2021

When the customer initiates the private conversation on any of the messaging interfaces and requests for any information, the CSR can respond to the customer with a Knowledge Management (KM) article if an article already exists on the requested subject and can serve the customer’s request. The Customer receives the KM articles from the CSR as a hyperlink.

Pega Customer Service Implementation Guide
To share the KM articles to customers across all messaging channels, perform the following steps:
  1. Log in to the Interaction Portal with CSR or CSR Manager credentials.
  2. To start a conversation with the customer, accept the incoming request.
    Note: If the customer requests for any information that’s already available as KM articles, the CSR can send those articles to the customer.
  3. To send a KM article, click Click to open Knowledge management icon on the right side of the page. The system displays a list of articles in the Knowledge articles section.
  4. From the list of KM articles, select the desired article. The system displays the selected article.
  5. On the selected article, click the vertical ellipsis icon, and then click Push Article Link. The system displays the article link in the CSR’s chat panel as shown below:
    Note: When the customer opens the article link from the private messaging channel, the article opens in a new tab. The KM article which is sent to the customer is displayed in the transcript.


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