HubSpot Ideas


Categories of Knowledge Base to be visible in conversations

Would it be possible to have KB articles displaying with categories via the insert section of an inbox conversation? 

We have several systems and KB artilces categories are set up per system, many topics are shared between systems, but having different instructions. For example we have 2 different website systems, and for each of them we have a separate article 'how to create a page'. When I try to attach the KB article into conversation, I can't tell from the drop down menu which article to chose. I can see both, but from this menu I can't tell which one is for which category.
Zendesk has that option and when choosing links to send to th eclient within their ticketing system, you can see clearly article titl eand its category
2 Replies



Is there any update on this subject?





It would definately speed up our work process and replies to our clients. thanks 🤞