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Attach Articles to Chats
Use the Knowledge One widget to find articles that help solve customer issues during chats.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To search for and view an article: | Read on the article type |
Important
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
The Knowledge One widget is only available if your Salesforce org uses Salesforce Knowledge and your Salesforce admin has included the tool in your Salesforce app.
Note Attaching articles to a
chat using the Share button is supported only in Salesforce
Classic.
- When chatting with a visitor, click an article from the list in the Knowledge One widget. A tab with the full text of the article opens.
-
To search for a specific article in the list, type a word
or phrase in the text box in the widget and click
or press ENTER.
- Alternatively, click
at the top of the widget to
search all articles, including articles not in the list. The main widget search gives you the
option of limiting your results to specific types of articles. - To filter your search results, click Filters and choose how you want to restrict your search.
- Alternatively, click
-
When you find the article you want, click
,
then click Share.
The text of the article appears in the chat text box. -
To send the article to the visitor, click Send or press ENTER on your
keyboard.
Note You can send articles to visitors only if your admin has set up a Chat Answer field on articles. If this field isn’t set up, you can view articles but can’t include them in chats.
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