Knowledge base in chat widget

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Add your Paldesk knowledge base to your chat widget and give your customers the option to quickly access your support articles. Set it up in a few quick and simple steps. Learn more about it below! 

How can I add my knowledge base to my chat widget?

Once you’ve created your knowledge base, set up categories and articles, you can send the public link to your customers. A faster way to your knowledge base is directly from your chat widget.

To add your knowledge base to your chat widget, follow these steps:

Step 1. Go to Administration > Embeddable elements > Website widget > Channels tab. If you have more than one widget, select a specific widget from the menu at the top of the screen.

Step 2. Scroll down to the Knowledge base link drop-down menu and select a knowledge base from the list (if you’ve created more than one).

Note: Please make sure your knowledge base, categories, and articles are public and enabled, otherwise they will not appear on the chat widget.

Add knowledge base to chat widget

Image 1. Add knowledge base to chat widget

Step 3. Click “Save changes” to add your knowledge base to your chat widget.  When you go to your website, you will see the knowledge base icon on your chat widget. 

Knowledge base icon on widget

Image 2. Knowledge base icon on widget

What does it look like on the customer’s end?

When customers click on your knowledge base icon, they will see different categories and articles in the chat window. The chat will expand and adjust to the length of the article they selected. They can switch between categories, articles, and languages, and swiftly move through your knowledge base until they find the information they’re looking for.

Here’s what this feature looks like from the customer’s perspective:

Video 1. Knowledge base in your Paldesk chat widget 

That’s how you can add your knowledge base to your Paldesk chat widget. As always, if you come across any issues, reach out to us via live chat at or email us at We’ll be more than happy to help you set things up!

Knowledge base in chat widget was last modified: April 15th, 2021 by Marija Šakić
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