Add Knowledge Base Search

Chat for JSM can be integrated with your project’s knowledge base. When this option is enabled, an additional search box appears in the Chat Widget. You can search the knowledge base by typing into this box, and the articles matching your search phrase are shown as a list:

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The knowledge base search.

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Using the box to find an answer in the knowledge base.

Here’s how to set up the Chat for JSM and knowledge base integration:

Step 1: Set Up a Link To Confluence Space

To set up Chat for JSM knowledge base integration, first, you have to set up a link to Confluence for the project, as described in the Jira Service Management documentation.

Step 2: Set Up Chat's Knowledge Base Feature

1. Go to the Project Settings of the project you’ve set up the Confluence link to.

2. Click Chat for JSM > Features > Knowledge Base.

3. According to your project’s needs, you can select one of three options:

   • Don’t show – This won’t display the search box (default).

   • When all agents are offline – This will show the search box only when all agents are offline.

   • Always – This will always show the search box.

4. Additionally, you can enable instant, incremental searches of the knowledge base inside the conversation itself. This feature is triggered when the user types anything into the chat input box.

5. Click Save.