{"id":215,"date":"2019-06-20T12:04:00","date_gmt":"2019-06-20T12:04:00","guid":{"rendered":"https:\/\/helpcrunch.com\/news\/?p=215"},"modified":"2026-04-01T08:23:01","modified_gmt":"2026-04-01T08:23:01","slug":"knowledge-base-release","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/news\/knowledge-base-release\/","title":{"rendered":"\ud83d\udcd7 The HelpCrunch Knowledge Base is finally here!"},"content":{"rendered":"\n<p>Have you noticed and tried the biggest addition to HelpCrunch yet? Yeah, I\u2019m talking about that little \u2018book\u2019 icon in the main menu.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2020\/06\/HelpCrunch-Docs-homepage.png\" alt=\"\" class=\"wp-image-5098\"\/><\/figure>\n\n\n\n<p>(What you see in this image is our own&nbsp;<a href=\"https:\/\/crunch.help\/\">Knowledge Base portal.<\/a>&nbsp;We\u2019re still in the middle of transferring it from the old system we had been using up until now. So, we\u2019re kind of in the same boat here.)<\/p>\n\n\n\n<p>But that is not the only news of course, we have some awesome stuff to share with you. Take a look at some of the latest news and updates to HelpCrunch:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Knowledge Base<\/h2>\n\n\n\n<p>Since the release, we haven\u2019t stopped working on our Knowledge Base, adding new features to it, and collecting your feedback in between.<\/p>\n\n\n\n<p><strong>1. Knowledge Base reports<\/strong><\/p>\n\n\n\n<p>You can now see how your Knowledge Base articles perform and satisfy customers\u2019 needs. There are two types of reports available at the moment:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><em>\u2018Articles to review\u2019<\/em>&nbsp;\u2014 basically, all the articles that got rated as \u2018unsatisfactory\u2019 by your readers. This way, you\u2019ll know which of them need some improvement.<\/li><li><em>\u2018Failed searches\u2019&nbsp;<\/em>\u2014 a list of terms that your customers tried to search and didn\u2019t find any results for. This will give you some ideas for new articles.<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/OS1yW6vyLEqZL62XZeVAX55-fAxDWHq9wwEhenovbmjP38BDxQp2-JKPVAwtA1tGWqlFVf6uIw1R_KUNSMY0rEBxo1cSkj0dlbZQh5DqK5SQ11maqzCMWooUvgzLiSBAWL5JmrNB\" alt=\"\"\/><\/figure>\n\n\n\n<p>We\u2019ve also added 7 smaller updates based on your requests (which are all great by the way and we thank every single one of you for sharing your feedback):<\/p>\n\n\n\n<p><strong>2. The \u2018Back\u2019 button<\/strong><\/p>\n\n\n\n<p>You can now exit the text editor by simply clicking the \u2018Back\u2019 button. It wasn\u2019t there before, but now it is. And it\u2019s all very convenient.<\/p>\n\n\n\n<p><strong>3. Deleting images from the Knowledge Base settings<\/strong><\/p>\n\n\n\n<p>We\u2019ve expanded some of our Knowledge Base settings. You can now delete any images you\u2019ve uploaded as your logo, favicon, header, or social image by simply clicking the corresponding icon. The icon becomes visible on mouse hover.<\/p>\n\n\n\n<p><strong>4. Embedding videos<\/strong><\/p>\n\n\n\n<p>One video is worth a thousand words. We\u2019ve added the ability to embed YouTube and Vimeo videos on your Knowledge Base articles. You can do so by simply inserting their links or codes.<\/p>\n\n\n\n<p>The cool part is, you will instantly see the embedded video as it is in both the text editor and in the article preview. True WYSIWYG (What You See is What You Get) experience in editing articles!<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/eMSTLQ--CQ7gnu-ZHjY-xT-a6ImUc7oS5lfIiCAC8XfOEiuXxVysLqY5vYtRdLb7pHEtcu-F-S5_E_mvjbCjRT83kEjo8eWUoEUlE2hsb17rVQzqeZD-ife6gJQM6LLAQGEWWW0f\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>5. Code samples, tables<\/strong><\/p>\n\n\n\n<p>You can enhance your Knowledge Base article with elements like code snippets and tables to make them more structured and digestible.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2019\/06\/Code-snippet-knowledge-base-1024x791.png\" alt=\"\" class=\"wp-image-2323\"\/><\/figure>\n\n\n\n<p><strong>6. Searching for articles in the Knowledge Base dashboard<\/strong><\/p>\n\n\n\n<p>Upon the very first version of our Knowledge Base, visitors and readers could easily find an article they need with the help of the quick search. You can do so, too. We\u2019ve added the quick search field to your Knowledge Base dashboard, so now you can simply type a couple of keywords and find a required article.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2019\/06\/knowledge-base-search-1024x229.png\" alt=\"\" class=\"wp-image-2336\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Chat widget<\/h2>\n\n\n\n<p>We\u2019ve always prided ourselves in chat customization options we offer. But we also keep challenging ourselves and pushing the limits.<\/p>\n\n\n\n<p>Recently, we\u2019ve added yet another chat button customization feature. You can upload any image you want (such as your agent avatar or favorite&nbsp;<a href=\"https:\/\/helpcrunch.com\/blog\/customer-service-memes\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service meme<\/a>) instead of our standard icons.<\/p>\n\n\n\n<p>Moreover, you can automatically show agents\u2019 avatars instead of a chat button for all open conversations. If you choose to turn this option on, your customer will see the avatar of the agent they had their last conversation with.<\/p>\n\n\n\n<p>If new visitors have no open conversations at all, they\u2019ll simply see your standard widget button. You can enable this option by checking the field called&nbsp;<em>\u2018Agent avatars in conversations\u2019<\/em>&nbsp;in&nbsp;<em>Settings -&gt; Website Widgets -&gt; \u2018Your widget\u2019 -&gt; Widget customization.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/Zze4kfNW5p2iX-TknNd0j-gCZyI7axPGVGu75WAfeuZFi0NlyaKhJbBrKH5o8-Z326SYojohpv3wqY0AbD1erH3swRKdE0bfAN7gSd6pSZ0p8FVUtplW60gIc0V2cOp3Vk0X4Ozh\" alt=\"\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Agent chat<\/h2>\n\n\n\n<p><strong>1. Message sneak peek<\/strong><\/p>\n\n\n\n<p>We\u2019ve updated our typing insight with the \u2018message sneak peek\u2019 feature \u2014 and your live chat agents will definitely appreciate and enjoy it.<\/p>\n\n\n\n<p>They can see what your customers are typing in real time before they\u2019ll even send their message. This will save your team a lot of time and allow them to prepare their answers faster.<\/p>\n\n\n\n<p>Your live chat team can enable this feature in the \u2018My Account\u2019 settings. Just remember to use it carefully so that your customers don\u2019t bust you on spying on them \ud83d\ude09 If you respond before they even click the \u2018send\u2019 button, it may seem scary and confusing. Write your responses in advance, but send them as your conversation goes (meanwhile, you can respond to another chat)<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2019\/06\/Typing-insight-message-sneak-peek.gif\" alt=\"\" class=\"wp-image-2310\"\/><\/figure>\n\n\n\n<p><strong>2. Chat note editor<\/strong><\/p>\n\n\n\n<p>Your chat notes can now look as beautiful as spring flowers ?<\/p>\n\n\n\n<p>We\u2019ve created a chat notes editor and now you can highlight your chat notes content in bold or italics, underline some parts of it as well as add lists and emojis.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2019\/06\/Chat-note-editor-for-blog-1024x754.png\" alt=\"\" class=\"wp-image-2321\"\/><\/figure>\n\n\n\n<p><strong>3. Online indicator for transferring chats from one agent to another.<\/strong><\/p>\n\n\n\n<p>Now, when you\u2019re transferring a chat from one agent to another, you\u2019ll see which members of your team are online at the moment. This is way faster than constantly asking in Slack who\u2019s available and can take in a conversation.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/eZmSx1jUyVWuubdhaoPqfmHBaRpustEQ2e1y4oH48CqF91Oye4vMPaocxRXqHMVpeXIDUm7Dra3v_7dyJ3kKPVvTZqww782EJjqp8tZEkD05neAYEalfrVUqJXX59km4bSOWvGfd\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>4. Copying User ID and Chat ID<\/strong><\/p>\n\n\n\n<p>You can now copy User ID and Chat ID in a single click. The \u2018copy\u2019 icon will appear near the corresponding field on mouse hover.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Service<\/h2>\n\n\n\n<p><strong>1. \u2018Is unknown\u2019 criteria for advanced search<\/strong><\/p>\n\n\n\n<p>This is one of my favorites (except for the whole Knowledge Base deal of course). So, we\u2019ve added this new option to all of the boolean criteria which is called&nbsp;<em>\u2018is unknown\u2019<\/em>.<br>QUICK NOTE<\/p>\n\n\n\n<p>A&nbsp;<a href=\"https:\/\/en.wikipedia.org\/wiki\/Boolean_data_type\">boolean data<\/a>&nbsp;type is a data type that has one of two possible values (usually denoted true and false), intended to represent the two truth values of logic.<\/p>\n\n\n\n<p>With its help, you can still include all the contacts that don\u2019t belong to either of the two categories (true\/false) to your manual or auto message campaigns.<\/p>\n\n\n\n<p>Let\u2019s say you want to find all the contacts that had any previous chats with you. For this, you need to choose the&nbsp;<em>\u2018Has communication -&gt; is true\u2019<\/em>&nbsp;criteria. Alternatively, if you need to exclude them from your search, then choose the&nbsp;<em>\u2018Has communication -&gt; is false\u2019<\/em>&nbsp;criteria.<\/p>\n\n\n\n<p>But what if there are contacts that don\u2019t have this data specified for them at all? If you want to identify those contacts, your criteria should be \u2018<em>Has communication -&gt; is unknown\u2019<\/em>.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2019\/06\/is-unknown-criteria-1024x418.png\" alt=\"\" class=\"wp-image-2328\"\/><\/figure>\n\n\n\n<p>These criteria are applicable in all tables \u2014 Contacts, Manual Messages, and Auto Messages.<\/p>\n\n\n\n<p><strong>2. New media uploader<\/strong><\/p>\n\n\n\n<p>HelpCrunch users can drag and drop any image or gif with the help of our new powerful media uploader. It allows you to crop images on the fly, uploading images right from your mobile phone as well as from Facebook, Instagram, Google Drive and so on.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/P5HcR0rgDe4eI6YYnKpr9GSYTm8nngesXxWs7sGQCoGCXoOnOr4j7h3LvvmVeXqLRajEMHnRuj1Ss0R3kUypEzJhlmrCGL0YS_YN99zGSBn_BNaIMAXLYKbgn7Fbti5oghvvEF5m\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>3. Last message on mouse hover<\/strong><\/p>\n\n\n\n<p>So, it was like this, If you\u2019d enabled the \u2018last message\u2019 column in All Chats or My Chats, you could only see the first 30 something characters of it. Now, it\u2019s possible to preview the entire message by hovering your mouse over it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Settings<\/h2>\n\n\n\n<p><strong>1. Choosing which chats are \u2018My chats\u2019<\/strong><\/p>\n\n\n\n<p>Each of your support agents can choose which chats are going to land in their \u2018My chats\u2019 section \u2014 those they\u2019re assigned to, those with their messages in them, or both. This option is available in the \u2018My Account\u2019 settings.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/kAb1U9UUzmTspLD4kUt-LVkgv3ZMrwN4NHHJINmFznkGb3tF_lbi-7jlqtGh1Yh8SUofyj01o6BwMGPvbaH5WvJ7XQFv7e9dyhM49Iz7CzaxFliMRE6F_CG4wmuy8hyj2xmd3fuo\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>2. Sending chat transcript to your customers automatically<\/strong><\/p>\n\n\n\n<p>If you think that all of your customers should receive detailed chat transcripts at the end of each conversation, nothing can be easier. Just enable this option by checking the corresponding checkbox in&nbsp;<em>Settings -&gt; Messages &amp; Email<\/em>.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2019\/06\/conversation-transcript-1024x469.png\" alt=\"\" class=\"wp-image-2331\"\/><\/figure>\n\n\n\n<p>But remember that when you do, ALL of your customers will ALWAYS receive chat transcripts when their chats are closed.<\/p>\n\n\n\n<p><strong>3. Disabling chat sounds<\/strong><\/p>\n\n\n\n<p>Annoyed with the sound you hear whenever someone leaves you a message? Just disable it in&nbsp;<em>Settings -&gt; Website Widget -&gt; \u2018Your widget\u2019 -&gt; Widget customization.&nbsp;<\/em>You\u2019ll find the checkbox at the bottom of the&nbsp;<em>\u2018Chat appearance\u2019<\/em>&nbsp;section.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/QdkK_iQyqDYNh8oavUbitiBvPdZDQUeMdg-AIYdKYGaRxqf9vEPno6Qk2vu98yt_KuU896zuXlRQ7ScXL4jI-zS1wQqcIOV5UvQn9YK27LtSw5gdtitARO3cXlVtQic6hfelwgOi\" alt=\"\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Auto Messages (and Popups)<\/h2>\n\n\n\n<p>When setting up a new proactive chat or a popup, you can use the new&nbsp;<em>\u2018does not contain\u2019<\/em>&nbsp;rule for string data. When choosing such criteria, you will then need to manually type the words or numbers that you want to exclude from your rules.QUICK NOTE<\/p>\n\n\n\n<p>A&nbsp;<a href=\"https:\/\/en.wikipedia.org\/wiki\/String_(computer_science)\">string<\/a>&nbsp;is traditionally a sequence of characters, either as a literal constant or as some kind of variable.<\/p>\n\n\n\n<p>Let\u2019s say you want to hide your proactive chat from all the blog pages you have. In this case, your rule should be&nbsp;<em>\u2018Current page URL -&gt; Does not contain -&gt; https:\/yourwebsite.com\/blog\u2019<\/em>.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/JtOgS4fkXwwaZ22YtVoVN2BTy--BMve7oWt49M8GCVUAPzBTtljKd3cxMFxI-8U7EduqZv0nadb0447T_JTyCHUjM-ex5i0sqg2XhcfQ52myRGcczk3Xfr8mzgqEBmg1VRmu4obv\" alt=\"\"\/><\/figure>\n\n\n\n<p>We\u2019ve also added OS, Platform and Rating rules to popups.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">API<\/h2>\n\n\n\n<p>First of all, we fully support a SPA (single page app) in our JS API now.<\/p>\n\n\n\n<p>Secondly, our REST API now offers the ability to&nbsp;<a href=\"https:\/\/docs.helpcrunch.com\/backend-api-reference.html#Bulk_request_customers\">pull user info in bulk<\/a>, which will come in handy if you need to update customer data from your third-party database\/CRM on a regular basis.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Bottom line<\/h2>\n\n\n\n<p>You might have noticed that we\u2019ve put all our efforts to build our brand new Knowledge Base. It was our top priority for the last couple of months. And we\u2019re still collecting your feedback about it for further improvements. So go ahead and share it!<\/p>\n\n\n\n<p>Now, what do you think about our latest updates? Which update have you been waiting for the most?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Have you noticed and tried the biggest addition to HelpCrunch yet? Yeah, I\u2019m talking about that little \u2018book\u2019 icon in the main menu. (What you see in this image is our own&nbsp;Knowledge Base portal.&nbsp;We\u2019re still in the middle of transferring it from the old system we had been using up until now. So, we\u2019re kind [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":221,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-215","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\ud83d\udcd7 The HelpCrunch Knowledge Base is finally here!<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\ud83d\udcd7 The HelpCrunch Knowledge Base is finally here!\" \/>\n<meta property=\"og:description\" content=\"Have you noticed and tried the biggest addition to HelpCrunch yet? Yeah, I\u2019m talking about that little \u2018book\u2019 icon in the main menu. (What you see in this image is our own&nbsp;Knowledge Base portal.&nbsp;We\u2019re still in the middle of transferring it from the old system we had been using up until now. 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