When building the conversational flow you have an option to show a Zendesk Knowledge Answer to your customers. The knowledge answer is presented inline to the users where they can read it within the chatbot window and also provide feedback.
How to add Zendesk Article in the Conversation Flow?
- Find the article id of the article you wish to show in the conversation.
- Keep your zendesk subdomain also handy as that will be used. If you need help finding that visit Where can I find my Zendesk subdomain?
- Select Add On from the left palette in the flow builder
- Under Add ons select Zendesk Article add on
- Under the Add On Properties add the Zendesk subdomain and article id as shown below
- Link the module in the conversation and continue building out the conversation. Here is how a flow with a Zendesk Article will look.