# Allow chat widgets to include both knowledge base search & chatbots

**URL:** <https://community.hubspot.com/t/allow-chat-widgets-to-include-both-knowledge-base-search-chatbots/53094>\
**Category:** HubSpot Ideas\
**Tags:** chatflows\
**Created:** [March 14, 2022, 2:03pm UTC](https://community.hubspot.com/t/allow-chat-widgets-to-include-both-knowledge-base-search-chatbots/53094 "2022-03-14T14:03:13Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![KNeipp](https://avatars.discourse-cdn.com/v4/letter/k/e19adc/32.png) [@KNeipp](https://community.hubspot.com/u/KNeipp)\
**Post date:** [March 14, 2022, 2:03pm UTC](https://community.hubspot.com/t/allow-chat-widgets-to-include-both-knowledge-base-search-chatbots/53094/1 "2022-03-14T14:03:13Z")

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**Description:** It feels like a huge opportunity to give customers the option within the chat widget to either A) search the knowledge base or B) begin a chat with a chat bot. As it stands, you either get a knowledge base search option w/ a direct chat to support OR no knowledge base search option w/ an option to engage w/ a chat bot. These options need to be combined.

**Who is this for?** Support teams.

**What is their goal?** To promote self-help resources and deflect tickets from the support queue.

**What value?** Customer independency and saved team resources.

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**Author:** ![danny2327](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/danny2327/32/99730_2.png) [@danny2327](https://community.hubspot.com/u/danny2327)\
**Post date:** [November 9, 2022, 7:52pm UTC](https://community.hubspot.com/t/allow-chat-widgets-to-include-both-knowledge-base-search-chatbots/53094/2 "2022-11-09T19:52:58Z")

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This would be awesome. I know it’s an option for a regular chat, but not with the chatbot.  
Currently with our bot, I’ve got it searching the KB with their first question, showing some results and if they say it wasn’t helpful, then connect with an agent. It would be good to give them the option before hand, as many users just click no (even when the answer is right there in the title of an article …) because they want to talk to someone right away, so they could skip that whole section.

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**Author:** ![GChambers](https://avatars.discourse-cdn.com/v4/letter/g/4bbf92/32.png) [@GChambers](https://community.hubspot.com/u/GChambers)\
**Post date:** [January 20, 2023, 1:20pm UTC](https://community.hubspot.com/t/allow-chat-widgets-to-include-both-knowledge-base-search-chatbots/53094/3 "2023-01-20T13:20:45Z")

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Yes I agree here! I KB + live chat **search** feature is awesome and so user friendly. The KB + chatbot is not near as user friendly. I am not a fan at all of these when I get stuck with them for support. So I am sticking with the KB + live chat for now, but it would be so helpful to be able to add a couple qualifying questions by chatbot if the KB search doesn’t provide their answer. The HS support chat does this already when chatting with HS support, so I would think it’d be an easy add.

I think all that needs to happen is on this step in KB + chatbot an option for “Search Articles” is added in addition of having to type this in as a chat question like the only current option.

 ![GChambers_0-1674220724784.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/2/0/20d7e955ab3ae761825e8acb1adf8272c3ea0800.png)

Like this

 ![GChambers_1-1674220763110.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/0/2/021cbe941b7d881e72ef437ffd34829c6432c3bb.png)