Once the Freshdesk integration is verified, you are able to fetch all your Knowledge Base articles, and use them in the flow-builder


Note that you will be able to use the Knowledge Base articles that you have selected when creating an integration with Freshdesk.



In the example below, the first step is to prompt the user, by asking "What do you want to search?". By using the "Save last user input" action, the user's input is saved as a variable called user.query




The next step is to search the Knowledge Base articles based on user's input. Click on "action component", select Freshdesk and select the Knowledge Base search action.



Once you select the Knowledge Base search action, the bot will show various rows that you are required to fill to complete the action.



Select channel: Choose the channel that you want to use for the Knowledge Base Search. You have named the channel when creating an integration with Freshdesk.


Use a variable or text as search query: Use a variable ${Variable_Name} or a text that will be searched. In this example we have used a variable ${user.query}.


Number of articles to display: Select the number of articles you want your bot to display.


Button label for article links: Name the buttons for your articles, for example, "Click here" or "Read this article".


Orientation of "results list": Choose vertical if you want your articles to be displayed in a list, or horizontal for a carousel view.


Proceed to destination in case of zero results: Choose what your bot should do in case zero articles are found. For example, you can create a fallback for this, saying: "I am sorry, I didn't find any articles for you. Would you like to look for a different article?"


Show advanced fields: By clicking on "Show advanced fields" you can add extra buttons with URLs that will work as an external link and will show up together with Knowledge base articles. For example, you can add a button called "What is a Knowledge Base?" and add a URL that leads to Wikipedia Article explaining what is a Knowledge Base.

Once you have filled out all the required fields, press Save. Save your bot and test it in Preview.