Preview a knowledge base article from inside the Inbox before you send it to a customer.

When your knowledge base grows, it becomes harder to remember every article perfectly. The preview feature helps agents quickly inspect an article from inside the conversation without opening a new tab, which makes it easier to share the right resource with confidence.

Preview an article from the Inbox

From the conversation composer, open the knowledge base picker and locate the article you want to share. You can also press ? to search your knowledge base more quickly.

Then hover the article and click Preview.

Crisp opens the article in the right-side panel so you can review it without leaving the current conversation.

Why this is useful

Previewing before you send helps your team make sure the article is still the right one for the customer's situation.

This is especially useful when:

• Your knowledge base contains many similar articles
• You want to double-check the article before sharing it
• You want to stay in the conversation instead of opening extra tabs

Updated on: 19/04/2026