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Live Chat - Snippets Unable to link Knowledge Articles

in Help Desk

Summary:

Hi All.

We have enabled the AI suggestions for Chat which allows agents to link Knowledge articles in Chat. We are getting suggestions however we are unable to link/share the articles in Live Chat.

We have referred to video hub Chat Snippet Suggestions (WN 26A) - Oracle Video Hub as well in which there is a configuration required for dynamic links.

Can you please assist what configuration we need to do to fix this issue. Please find screenshots below :-

When we try to drag the KB article nothing happens, as per the functionality the Knowledge article can be added and shared with user, however we are not able to do it :-

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