LiveChat Integration: Adding KnowledgeBase Widget to LiveChat

3 min. readlast update: 04.18.2024

Adding KnowledgeBase widget to LiveChat reduces distractions and response times. It lets you display your help docs in the chat screen, making it super snappy to search and copy answers when replying to a customer.

Easy peasy installation

To start using KnowledgeBase, head to the Apps Marketplace in your LiveChat admin panel. Find the KnowledgeBase App, click on it, and then click the Install button.




Once you install the app, go to any open chat and click the KnowledgeBase plugin in the top-right of their LiveChat.


From there, everyone on your team can access the Workspaces. In there, your team can search and view help articles you’ve created, such as FAQs, best practices, and user manuals.


Here are your two Workspaces:


Writing your first article

If you haven’t created any articles in your Knowledge Base yet, you can do so by clicking the Create article button inside the KnowledgeBase widget.


This button will take you to the KnowledgeBase app, where you can start building your content.

As soon as you publish your first article, it will show up in the Knowledge Base in LiveChat sidebar. For more information and best practices on writing articles, see how to Create your first KnowledgeBase article.

Tip: if your article doesn’t show up in LiveChat, hit the refresh button in KnowledgeBase plugin to load new articles.

Help Center visibility in LiveChat

Read these short instructions for managing your Help Center with and without the LiveChat integration. Find out how to access and configure your Help Center, detailing the differences between using LiveChat and opting for a standalone setup. Learn about the publication options available, how to manage content visibility, and the implications of different statuses like Draft and Published.

1. Help Center accessibility with the LiveChat integration:

  • If you have integrated LiveChat and your Help Center isn't publicly available, it can still be accessed through the LiveChat agent app.

  • The LiveChat agent app allows users to view both private and public Help Centers (Status: Published).

2. Help Center accessibility without the LiveChat integration:

Without the LiveChat integration, you can choose to publish the Help Center so it's accessible to the public. You may also secure it with a password if needed.

3. Status of Help Center content:

  • Your Help Center content can have a Draft or Published status, which is applicable whether you are using the LiveChat integration or not.

  • In any case, a draft article isn't visible publicly.

4. Publishing your Help Center:

  • Publishing your Help Center makes it an external page that can be accessed publicly, with the option to add password protection if desired.

  • You can view all knowledge bases in the LiveChat agent app. Articles from an unpublished Help Center cannot be shared through a link – they can only be copied manually.

  • If your Help Center is published but password-protected, it functions similarly in terms of content-sharing restrictions.

Whether you're looking to integrate with LiveChat or maintain a separate public-facing Help Center, with KnowledgeBase, you can store the essential information you need to effectively manage your resources.

Here you can see the overview of our LiveChat + KnowledgeBase integration :)


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