We’ve had feedback a few times that when users click on an article via the article inserter in chat, they don’t find it clear that this button is how they return to the chat with the agent. So agents end up sending a URL instead.
A clearer label could be ideal, as well as an option to open the article in a new tab.
+3Hi
Jennifer here from Intercom
Thanks for this feedback, I will pass it on to our Product Team and keep my fingers crossed for you 🤞
Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there.
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