Knowledge Capture functionality in Chat
AnsweredAre there any plans to bring Knowledge Capture app into Chat in the near future? We're currently using the Knowledge Search app for searching/linking in chat sessions, but there is no visibility on the linking data that I'm aware of.
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Hi Dennis
This is not an answer for now directly, however the product team is actively working on Agent Workspace.
Here you can ask to join the EAP.
As you can see in the screenshot below the chat is integrated in the 'ticket page', on the right hand side you see 'Apps'. I think these will be support apps. So the knowledge capture will probably work directly from there on out.
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Thanks, Kay.
This is interesting. Are you saying that since Chat is integrated in the tickets page (in Workspace), Support apps will then work in Workspace thus KC App will then work during a live Chat session or will it switch into a ticket in order to access the KC App?
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Just to add to this thread, the App is available here https://www.zendesk.com/apps/chat/knowledge-base-search/ :)
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Hey ZD team -
Our chat agents (in agent workspace) are linking articles through Knowledge capture app but it is not getting reflected in their engagement metrics. This is leading to huge under-reporting - can you help us with a solution?
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