AI-Suggested Knowledge Articles

AI-Suggested Knowledge Articles helps agents respond quickly and accurately by recommending relevant knowledge articles during customer conversations.

Instead of manually searching, agents get real-time suggestions based on the context of the chat, making interactions more efficient and consistent.

How It Works

While an agent is chatting with a customer, the system analyses the conversation and automatically suggests relevant Knowledge Articles.

These suggestions appear in the Knowledge Article Panel within the chat interface, allowing agents to instantly view and use them.

AI Prompt Configuration

This feature is powered by AI prompts that determine how knowledge articles are suggested.

• A default system prompt is already configured in the application

• Users can define their own custom prompt using the User Instructions field

• When both are available, User Instructions take priority over the default system prompt

How to Configure Custom Prompt

To update the prompt as per your business needs:

1. Navigate to WhatsApp4Dynamics Application

2. Go to AI Prompt entity

3. Search for Knowledge Article Prompt

4. Open the record

5. Update the User Instructions field as required

6. Save the changes

Knowledge Article Panel

The Knowledge Article Panel is designed to support both AI-based suggestions and manual search, making it flexible and user-friendly.

1. AI Suggested / Results Tab

• By default, when AI suggests articles, the tab is labelled “AI Suggested Knowledge Articles”

• When an agent performs a manual search, the same tab dynamically changes to “Results”

• This means the same tab is used to display both:

AI-suggested articles

Manually searched articles

This ensures a seamless experience without switching between multiple sections.

2. Favourite Articles

• Agents can mark any article as a Favourite

• Favourite articles are stored separately for quick access

• Useful for frequently used or important articles

Search Knowledge Articles

Agents can also search for articles manually:

• Enter keywords in the search bar

• Relevant knowledge articles will be displayed instantly

• Useful when looking for specific information

Actions Available

Copy Article Content

• Each knowledge article has a Copy button

• Clicking it copies the content of the article

• Agents can paste it directly into the chat

Mark as Favourite

• Click the Favourite button on any article

• The article will be saved under the Favourite tab

Note:

• Only published knowledge articles are visible in the chat UI

• Users must have the required privileges for:

• Knowledge Article entity

• Favourite Knowledge Article entity

This feature ensures that agents always have the right information at the right time, improving both productivity and customer experience.