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:
Navigate to WhatsApp4Dynamics Application
Go to AI Prompt entity
Search for Knowledge Article Prompt
Open the record
Update the User Instructions field as required
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.
Last updated
Was this helpful?