Insert knowledge articles into an email


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Enabled for Public preview Early access General availability
Users, automatically - Aug 3, 2020 Oct 1, 2020

Business value

Email is a critical communication channel that support agents use to communicate with customers and a vehicle for sharing knowledge articles. This feature provides agents on Unified Interface with an easy way to insert one or more knowledge articles while working on an email.

Feature details

The legacy web client allows agents working on emails to search for knowledge articles and insert them into the email without losing context. This feature brings this capability into the Unified Interface client. While working on an email, an agent can search and select a knowledge article to include in the email.

See also

Insert a knowledge article into an email (docs)