Hi,
I’m no longer able to insert a knowledge base article into an email I’m sending from a record like I previously could. When I click Insert > Knowledge Base Articles it shows me this page. It used to give me a list of the help page articles.
Hey @PPuri8, thanks for sharing the screenshot and for asking the HubSpot Community!
I checked internally and I can see that you have the Service Hub Professional subscription so that’s not what’s blocking it.
Can you please confirm the article is published and available in your HubSpot Knowledge Base? For this, you can go to Service > Knowledge Base and open the article.
I’d love to hear from our Top Experts: Hi @danmoyle, @Brenner and @Josh do you have suggestions to help @PPuri8, please?
Thanks so much and wishing you a fantastic day! 
Bérangère
Hi,
It doesn’t actually even allow me to search for an article. It shows the “search knowledge base” for a second then skips past the “search” and goes to that image above.
Hey @PPuri8. Has something changed in your permissions? Knowledge base content is controlled under the Service permissions. If HubSpot no longer considers you eligible to access KB articles, the Insert menu can fall back to the promotional/empty state. I don’t think it’s a view-only seat issue, because you’re in an email. But a move to a View-Only seat, or the loss of a Service seat in a Professional/Enterprise portal, can remove access to Service Hub features. Seats grant product access; permissions control actions within that access.
Or was the KB itself unpublished, deleted, migrated, or its subscription changed? If there are no currently published/eligible articles in the portal’s active KB, the picker may display this kind of empty state.
If it’s me, I’d probably call into Support and screen share, asking them to walk through settings with me.