How to Send Lightning Knowledge Article Content via Email Using Communication Channel Mappings

Configure Communication Channel Mapping in Lightning Knowledge

To enable sending article content via email in Lightning Knowledge, configure a Communication Channel Mapping for each Knowledge record type you want to share via email. This links the article record type to the Email channel so agents can insert article content into case email responses.

Steps

1. Switch to Lightning Experience.
2. From Setup, click the Object Manager tab and select the Knowledge object.
3. Click Communication Channel Mappings in the left sidebar.
4. Click New to create a mapping, or click Edit next to an existing one.
5. Enter a Label and Name, then select the Record Type for the Knowledge articles you want to share via email.
6. Select Email from the available channels and add it to the Selected Channels list.
7. Select and add the fields you want included in the email body.
8. Click Save.
9. Repeat these steps for all additional Knowledge record types as needed.