Research a visitor's question and reply in the website chat with a current answer and source link.
Give visitors page-backed answers and surface questions the site misses.
Visitors get answers backed by your published pages, with a link to the source. Your support team takes questions the pages cannot settle.
Give visitors article-backed answers or keep their chats open for staff.
Your visitors get linked answers in website chat, while questions your articles cannot settle go to your support team.