The following table describes the fields that appear on the Knowledge Base tab in the Web Widget Detail window.

FieldDescription
Enable Knowledge Base

Select this checkbox to enable the Knowledge Base (KB) on the widget.

  • If KB is enabled on the widget, before deciding to chat with an agent, your customers can attempt to find the information they need by using relevant, downloadable KB articles, which appear as they type their message in the text box on the web widget. 
  • You can preview the KB on the widget by selecting this checkbox. The preview appears in the Knowledge Base subsection in the Preview section of the window.
Knowledge Base

Select the KB portal that you want to make available for customers on the widget.

Only published KB portals appear in the drop-down list.

Ticketing Web Widget Fields

The following table describes the fields that appear on the Ticketing tab in the Web Widget Detail window.

FieldDescription
Enable Ticketing

Select this checkbox to enable ticketing on the widget.

You can preview ticketing on the widget by selecting this checkbox. The preview appears in the Submit a ticket subsection in the Preview section of the window.

Ticketing

Select the web form that you want to make available for customers when they submit a ticket.

Only published web forms appear in the drop-down list.

Depending on the web form, an account, contact, and/or ticket may be created automatically when a customer submits a ticket.