Customers love short and concise replies. Occasionally, you might want to elaborate your reply a bit further or point the customer to official documentation. In either case, adding links to helpful articles in your knowledgebase makes for a better learning experience for the customer.
When adding a reply, pick relevant links from the Insert Link drop down. All publicly available knowledgebase articles will be listed here. It’s a great way to encourage customers to explore more about the product!