---
schema_version: "1"
id: 09e1f0a9994359d248c1d9b415316118185545ac183a718f4b5c2c1b394c0280
title: Attach Articles to Chats
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_attach_articles_to_chats.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_attach_articles_to_chats.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c195cb805f6443cdf50cf20a8cc4a3e3cee33a2ae6a15679186e9e06671ec9bc
description: Use the Knowledge One widget to find articles that help solve customer issues during chats.
products:
  - Service Cloud
release: "264"
---
# Attach Articles to Chats

Use the Knowledge One widget to find articles that help solve customer issues during chats.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.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="d37114e56">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d37114e56 ">To search for and view an article:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d37114e56 ">Read on the article type</td>

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

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

The Knowledge One widget is only available if your Salesforce org uses Salesforce Knowledge and your Salesforce admin has included the tool in your Salesforce app.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

Note Attaching articles to a chat using the **Share** button is supported only in Salesforce Classic.

1. When chatting with a visitor, click an article from the list in the Knowledge One widget. A tab with the full text of the article opens.
2. To search for a specific article in the list, type a word or phrase in the text box in the widget and click ![Knowledge One Widget Search Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_articles_tool_search.png) or press ENTER.
    
    - Alternatively, click ![Main Knowledge One Widget Search Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_articles_tool_main_search.png) at the top of the widget to search all articles, including articles not in the list. The main widget search gives you the option of limiting your results to specific types of articles.
    - To filter your search results, click **Filters** and choose how you want to restrict your search.
3. When you find the article you want, click ![Knowledge One Drop-Down Arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/knowledge_one_dropdown_arrow.png), then click **Share**.
    
    The text of the article appears in the chat text box.
4. To send the article to the visitor, click **Send** or press ENTER on your keyboard.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)
    
    Note You can send articles to visitors only if your admin has set up a Chat Answer field on articles. If this field isn’t set up, you can view articles but can’t include them in chats.

#### See Also

- [Set Up Chat Answers from Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5 "If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.")