You can easily search and insert existing knowledge base articles in your replies so customers can reference important content with a single click. This is very efficient and does not require you to recompose long message replies.
To insert a knowledge base article, open a conversation, scroll to the bottom of the conversation until you see the reply box. Look for the "link" icon. Click it and start searching for a knowledge base article using keywords. Once found, you can either insert it using the "Insert" button or view the article. Viewing the article will open it in a new tab so you can browse through its content.