# Knowledge Library

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## What Is The Knowledge Library Tool?

* Gives you and your customers the ability to build libraries of information to be readily accessible through the Engagement Widget.
* Embed an external Knowledge Library or build your own<br>

## Knowledge Library Tool Use Cases

* Give website visitors a robust Frequently Asked Questions library to help close a sale
* Provide information about your products or services to current customers directly inside your application
* Teach and train people by building a structured educational course using categories and rich media content

## Knowledge Library Tool Setup

* Go to the Conversion Tools™ section.
* Click on the add tool button.
* From the list, choose the Knowledge Library.

### Naming Your Knowledge Library

* A new tool, titled "Knowledge Library", will be generated.
* Assign the Title for your FAQ section, such as “ChatHQ FAQ ". This title will be reflected in the main interface of the Engagement Widget™.
* There's also a Panel Title that you should name as well for consistency. This title will show when the Knowledge Library tool is opened in the widget.

### Choose Knowledge Library Type

You have two options for your Knowledge Library:&#x20;

* **Built-in:** Craft the FAQ section from scratch.
* **External:** Link an external knowledge base via URL.

### Built-In Knowledge Library

* This is where you can build a custom knowledge base using categories and sections
* You are able to build articles using rich text and media embeds from YouTube, Vimeo, and Loom

<details>

<summary>How to build a robust FAQ library using the Built-In Knowledge Library</summary>

### Crafting FAQ Sections:

* Click on Add FAQ Section.
* A prompt will appear; input your FAQ section's name (such as "General Questions").
* Confirm by clicking Save.
* You can rinse and repeat for additional sections as desired.

### Populating Sections with Questions & Answers:

* Select Add FAQ Item.
* A new window will emerge.
  * From the dropdown, choose the section where you want to insert the Q\&A.
  * Fill in your question.
  * Provide the accompanying answer.
* Take advantage of various formatting tools at your disposal: headers, bullet lists, embed video options, text styles, and more.
* Conclude by hitting Save.

### Adjusting the FAQ Layout:

* If you misplace an item, simply click and drag the entry to the correct section by selecting the 6 dots icon.
* The entire FAQ sections themselves can also be reordered based on preference by dragging and dropping.

</details>

### External Knowledge Library

* The ability to iframe an external knowledge library from another platform such as Gitbook, Tawk to, and other URL-based knowledge libraries.

{% hint style="warning" %}
External Knowledge Library will not work if the platform you're trying to embed does not allow iframing.
{% endhint %}

<details>

<summary>How to add an external knowledge base to your Engagement Widget™</summary>

</details>

### Tool Visibility:

* Navigate down to the Tool Visibility section. Here you can decide when your FAQ is visible:
  * **Always:** The FAQs are always available via your Engagement Widget™&#x20;
  * **Working hours only:** FAQs are visible only during the business hours you set.
  * **After hours only:** FAQs are shown outside of business hours.

### Conversion Tool™ Icons:

In the Main Navigation Icons section, you can select the icon for your FAQ section.&#x20;

* **Default Icons:** Here you can choose from a variety of different icons available. Simply click on the drop down menu and scroll through the given icons to choose the one you would like to use.  For relevance, a question mark might be apt for FAQs.
* **Custom Icons:** Although not currently available, custom icons will be coming soon and you will be able to upload a custom icon for your FAQ section.&#x20;

<br>