After you’ve added a knowledge base and finalized its content, you can expose its articles to consumers by:

• (Conversation Builder) Adding a Knowledge Base integration in a bot
• (Conversation Orchestrator) Adding a Knowledge Base integration as a part of an Agent Assist component

If you’re adding a Knowledge Base integration in a bot, send the content to the consumer using the appropriate Conversation Builder interactions in the bot:

• Text
• Image

Take advantage of these interactions to make the most of your article content, which might include:

• A summary section
• A detail section
• A content URL
• An image URL
• A video URL
• An audio URL

The following serves as an example:

Video and Audio statements currently aren’t supported by Conversational Cloud, so they can’t be added to dialogs in Conversation Builder. However, as an alternative for video, you can use a Text statement that includes a video URL as a link.