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Suggest articles in a form

Last Update: Oct 2024 Est. Read Time:
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You can turn on a special component to your form that allows for knowledge base deflection as a customer fills out a form. Enabling this feature can help answer your customer's inquiry before they even submit the form, which will allow your agents to dedicate time to more urgent matters.

Who can access this feature?
User typesContent administrators can access the Forms page.


To enable this feature:

  1. Go to Settings and select Knowledge Base > Forms.
  2. Select an existing form or select Add Form.
  3. Select Message from the Attributes drop-down menu and then drag and drop the Subject to the center space of the editor, if not there already.
  4. Select the Subject attribute and then turn on the Suggested Articles toggle in the Field Settings panel.
  5. Select Save Changes.

Now, when a customer uses your form to submit a support request, they will get a list of suggested articles as they enter the subject for the form. They can select any of the suggestions to view the article in its entirety.