Zendesk Customization - DEV

Chat requires public help center to present articles, we need the chat to be able to read and recommend the private articles as well, for logged in users. hyperlinks can't be edited to have custom text - chat can share links but in RAW format only, we need it to be able to send user friendly links as well. Form Forms only recommend articles in the "description" field - we want the form to recommend articles from the subject field as well, so users wont need to fill it all before getting any recommendation. Search bar If no results, recommend a form submission based on the keyword, for example, if the user type " I forgot my password" and there is no article found, system should direct to the user to the IT form in order to submit a ticket. Right now, it redirect the user to the general form where the user needs to find the proper form on its own.