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Set Up Chat Answers from Knowledge Articles
If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up the Knowledge One widget: | Customize Application AND Manage Knowledge |
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.
To let agents use the Knowledge One widget to include information from Knowledge articles in chats, add a custom field called “Chat Answer” to article types. This field stores information from the article that’s appropriate to share with customers during a live chat. Using this field can be helpful for articles that are too long for an agent to include easily in a response.
Create the custom field as a Text, Text Area, or Text Area (Long). The Rich Text Field option is not supported. Add this custom field to each article type that contains information that you want operators to access from the Knowledge One widget.
- From Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.
- Create or edit an article type.
- Click New in the Fields related list.
-
Select Text, Text
Area, or Text Area
(Long).
Don’t select Text Area (Rich).
- Click Next.
-
Enter Chat Answer in Field Label.
Make sure that Field Name is populated automatically with Chat_Answer. (You can use a different name for the Field Label.)
- Click Next.
-
Specify security settings, and then click
Next.
Make the Chat Answer field visible to authors, editors, and live chat agents. Hide it from portal users or other users who don’t need access to it.
- Select Yes, add this custom field to the layout, and then click Save.
