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Chat for Service Management can be integrated with Service Management's knowledge base. When this option is enabled, an additional search box shows up in the chat widget:

You can search the knowledge base by typing into this box - articles matching your search phrase are shown as a list:

Important permissions information

Knowledge base queries from the chat widget are always performed in the context of project lead user of the chat's project. Confluence permissions for this user are in effect when displaying search results.

Knowledge Base Setup

Set Up a Link To Confluence Space

To set up knowledge base integration, first you have to set up link to Confluence for the project, as described in the Service Desk documentation.

This should result in a set up similar to the one shown in the screenshot below:

Set Up Chat's Knowledge Base Option

After setting up the link to Confluence space, you can set up options for showing the knowledge base search in the chat widget:

You can set one of three options:

  • do not show the search box (default)
  • only show the search box when no live agent is online
  • always show the search box

You should set up this option according to your project's needs. 

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