Using your knowledge base with Front

After you set up your Front knowledge base, you can integrate your content with other Front features to enhance and streamline your team’s workflows.

Teams can quickly pull articles into customer responses through an integration with the Front composer across channels. 

Prerequisites

To use the composer integration, your knowledge base must:

• Be an external visibility knowledge base

• Be published 

Using the integration

Click the Knowledge base icon in the composer to search, view, and insert knowledge base articles directly into your messages. 

You can also use the composer quick action /article to access the composer integration.

Prerequisites

To use the sidebar plugin, your knowledge base must be published. Both internal and external visibility knowledge bases are supported.

Using the plugin

Front users can use the knowledge base sidebar plugin to view and browse knowledge base content directly in the inbox view.

Use the dropdown menu to toggle between knowledge bases.

Use the three-dot menu to pop out the knowledge base plugin into an external window, or to open the website view of the knowledge base.

Enable the Display knowledge base in chat widget setting in your Front Chat channel to allow users to browse knowledge base articles directly in your chat widget.

To use the Front Chat integration, your knowledge base must:

• Be an external visibility knowledge base

• Be published 

Front Knowledge Base is available on the following plans: 

• Latest Starter plan or above (May 2023)

• Any Scale plan or above

* Asterisks denote features available on the latest Growth plan or above.

If you are on a legacy plan and don't have access to this feature, you can update to one of our latest plans in your Billing settings or contact your account manager.