Synthetix Cloud v5.1.1

Mini Knowledge now supports Text-to-Speech

You can now listen to articles in Mini Knowledge instead of only reading them.

Mini Knowledge is the small knowledge panel used inside chats, allowing agents to quickly look up information while supporting customers. With this update, those articles can now be played as audio, just like in the main Knowledge Base.

What this means for you

Support agents can now:

• Select 'Read Aloud' to have an article spoken out loud
• Continue chatting while listening
• Pause or stop the audio at any time

This makes it easier to take in information during busy customer conversations.

Why it’s useful

Listening to content can be quicker and less tiring than reading, especially when dealing with longer instructions or more detailed guidance. This helps agents stay focused on the customer while still getting the answers they need.

Accessibility

Text-to-speech improves accessibility for users who prefer or need audio. If audio isn’t available on a device, Mini Knowledge will continue to work as normal without disrupting the experience.