---
schema_version: "1"
id: 407b8985d524e4641c446c03768b4a211a1388e531e8b6539fef271efca37118
title: Share Articles in Channels in Lightning Knowledge
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/knowledge_agent_article_contents_lex.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.knowledge_agent_article_contents_lex.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a8461524aa953b26443e64b0466aa1eb19bbec5d48338cc7d5e29a2dc09b6fc4
description: Share the contents of an article in an email, Social Post, Chat, or Messaging conversation. Close cases by inserting article summaries or text snippets in case interactions across channels.
products:
  - Service Cloud
release: "264"
---
# Share Articles in Channels in Lightning Knowledge

Share the contents of an article in an email, Social Post, Chat, or Messaging conversation. Close cases by inserting article summaries or text snippets in case interactions across channels.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114236e56">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 ">To share article contents in the case feed:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 ">
              <p>Edit on cases</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Read on knowledge articles</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 ">To share internal articles in the case feed:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 ">
              <p style="margin-bottom:0;">Allow user to share internal knowledge articles externally</p>
            </td>

          </tr>
        </tbody>
      </table>

To share article contents in channels, you must have the Knowledge component available in your Lightning page.

Your org must have the relevant channels set up, such as email, social, or chat, in the case feed.

You can’t change channels on an article translation and then publish the article. Doing so generates an error.

When you change channels on an article, make sure that the channels on the article’s translations match the new channels. Also, publish translations before you publish the primary language version.

1. From the Knowledge component or articles related list, select one of these actions:
    1. To insert the article to social media, click **Insert Article into Social Post**.
        
        The case origin must be a social post to use this action.
    2. To insert the article in an email, click **Insert Article into Email**.
    3. To insert the article to a Chat or Messaging conversation, click **Insert Article into Conversation**.
2. Click **Insert**.
    
    For Email and Social Post, if an article wasn't attached to a case, these actions add it to the case’s related list. The article contents are inserted at the cursor position. You can also use Insert Action on the Social Post record home to attach an article to the Social Post record (not the case record).
    
    However, for Chat and Messaging, the article is not attached to the case, even if the article was created from a case.

#### See Also

- [Set Up Actions to Insert Articles into Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_insert_article_content_email.htm&release=264.0.0&type=5 "With the Lightning Knowledge component and related list actions, support reps can directly embed article content into the body of customer emails and in social, chat, and messaging conversations. Create a communication channel mapping to choose which article fields are included for each record type and channel. Your customers can access article summaries without going to a website. With permissions, some support reps can choose to share internal articles—so they don't have to copy and paste articles that aren't published or are used internally—, while other support reps share only published, external articles.")