Previously inserting knowledge articles into an email could be done only by expanding the email window.  

But this feature provides agents on Unified Interface with an easy way to insert one or more knowledge articles into an email without expanding the email window. 

With this feature: 

  • Users will have the ability to create, edit, or delete templates as per their business requirements.
  • They will get out-of-the-box templates that they can readily use.

Note: Make sure you enable wave 2 features at