---
schema_version: "1"
id: 3b6c3a437684cfdb0d92a8942d840f917c2b50e2e8525dfe0683444c92455873
title: Set Up Chat Answers from Knowledge Articles
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_set_up_knowledge_chat_answers.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e4fd59443ba8b0bbb310518b4de3a484cb16e2d213a53b2e89f509909e974a91
description: 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.
products:
  - Service Cloud
release: "264"
---
# Set Up Chat Answers from Knowledge Articles

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.

### 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="d40801e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40801e55 ">To set up the Knowledge One widget:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40801e55 ">
              <p>Customize Application</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage Knowledge</p>
            </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).

To let agents use the Knowledge One widget to include information from Knowledge articles in chats, add a custom field called “Chat Answer” to article types. This field stores information from the article that’s appropriate to share with customers during a live chat. Using this field can be helpful for articles that are too long for an agent to include easily in a response.

![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.

Create the custom field as a Text, Text Area, or Text Area (Long). The Rich Text Field option is not supported. Add this custom field to each article type that contains information that you want operators to access from the Knowledge One widget.

1. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**.
2. Create or edit an article type.
3. Click **New** in the Fields related list.
4. Select Text, Text Area, or Text Area (Long).
    
    Don’t select Text Area (Rich).
5. Click **Next**.
6. Enter Chat Answer in Field Label.
    
    Make sure that Field Name is populated automatically with Chat\_Answer. (You can use a different name for the Field Label.)
7. Click **Next**.
8. Specify security settings, and then click **Next**.
    
    Make the Chat Answer field visible to authors, editors, and live chat agents. Hide it from portal users or other users who don’t need access to it.
9. Select Yes, add this custom field to the layout, and then click **Save**.

#### See Also

- [Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5 "Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.")
- [Add the Supervisor Panel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_supervisor_panel_to_salesforce_console.htm&release=264.0.0&type=5 "Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces.")
- [Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_sidebar_lookup_omnirouted.htm&release=264.0.0&type=5 "Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.")