It would be super helpful for the support team to be able to search and view internal knowledge articles in the side panel where copilot is rather than just using the AI - internal processes should be able to be seen whilst working in a conversation or ticket. Can this feature please be reviewed and added? Additional tab where copilot and details is that links to knowledge base??
Submitted
Make Knowledge searchable/viewable in side panel of conversation
Totally agree. Salesforce do this. We want the ability to have a knowledge widget so we dont have to navigate away from the ticket. Even better if it suggests which knowledgebase article we should look at
Yeah I’m looking for the same feature - I understand Copilot can pull from the internal articles but we only get 10 searches per agent per month and that wont be enough. So it would be good to have a simple search feature they could use.
+1000!!! Agents should be able to search internal articles (not just help center ones) without having to navigate away from the conversation/ticket. It makes no sense that there is no knowledge hub search from within a conversation. Humans need quick access to internal knowledge too, not just Fin! Help us support our human agents too 🙏🏻
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