Eddy AI Assistant for widget

The Knowledge base widget lets your users search and browse your knowledge base without leaving your website or application. Instead of opening a new tab or contacting support, users get instant access to relevant articles right where they are — reducing ticket volume and improving the overall support experience.

When to use the knowledge base widget

The widget is useful in any scenario where users need contextual help without leaving the application:

• User onboarding — New users can learn the basics, such as setting up an account, navigating the interface, and completing common tasks, all without switching context.
• Technical support — Users who encounter an error or issue can search for a solution directly within the app instead of raising a support ticket.
• Feature discovery — When you release new capabilities, users can access relevant articles through the widget to understand what changed and how to use it.
• Custom resource linking — You can add custom links in the widget to direct users to external resources such as downloadable guides, Google Sheets, or other support channels.

Before you begin

• You must have Project Owner or Admin access in Document360.
• To enable Eddy AI within the widget, ensure you have an active Eddy AI plan and access to Eddy AI settings.

How to enable Eddy AI in the knowledge base widget

To activate AI-powered assistive search inside the widget, complete the following two stages.

Stage 1: Enable Eddy AI for widgets in AI settings

1. Navigate to Settings in the left navigation bar of the Knowledge base portal.
2. In the left navigation pane, under AI settings, click Eddy AI settings.
3. In the AI assistive search section, select the KB widgets, chatbots & extensions check box.

Stage 2: Enable AI assistive search in the widget

4. In the left navigation bar, navigate to Connections > Knowledge base widget.
   • To create a new widget, click Add widget and enter a name.
   • To edit an existing widget, hover over it and click Edit ().
5. In the Configure & Connect tab, enable the AI Assistive search toggle.

6. Click Save.

What readers can do with the widget

Once the widget is live, readers can use it to:

• Search for articles — Enter a keyword to find relevant articles without leaving the current screen. Matching keywords are highlighted in the results.
• Contact support — Use custom links to add an email address or a support link, reducing the steps needed to get help.
• View suggested articles — Contextual article suggestions appear based on the page the reader is currently on, surfacing helpful content proactively.
• Access custom links — Direct readers to any external resource, such as an eBook download or a spreadsheet, using custom links added to the widget.

Widget specifications

Configurable widget settings

The following settings are available under the widget configuration:

• Installation & setup — Copy and install the widget JavaScript code
• Custom CSS — Apply custom styles to match your product's design
• Custom JavaScript — Add custom scripts to extend widget behavior
• URL mapping — Display specific articles or category lists based on the page URL

The autosave option is available when navigating between these tabs.

Best practices

• Use one widget per domain. Configuring more than one widget on the same domain can cause unexpected behavior.

• Scope content access. Use the Content access settings to limit widget results to a specific workspace or category, especially when the widget is embedded in a focused product area.

• Restrict widget to trusted domains. Add your domain to the Widget security section to prevent unauthorized use of the widget API key.

• Use URL mapping for contextual suggestions. Map relevant articles or category lists to specific pages so users see content relevant to their current task.

• Use JWT for private knowledge bases. If your knowledge base is private or restricted, configure JWT authentication in the widget to enable seamless single sign-on access.

FAQ