8. A method comprising: accessing a social media message posted on a social media system, the social media message describing a product; identifying a problem keyword in the social media message indicating a problem with the product, responsive to comparing text in the social media message to a list of known problem keywords; classifying, using one or more processors, one or more articles in a knowledgebase repository as one or more relevant knowledgebase articles that are relevant to the social media message, based on detecting the problem keyword identified in the social media message in the one or more relevant knowledgebase articles; displaying the relevant knowledgebase articles in a knowledgebase article list of a user interface; receiving a user selection of a first one of the relevant knowledgebase articles displayed in the knowledgebase article list; and attaching the first one of the relevant knowledgebase articles to a draft response message addressed to an author of the social media message in a message composition window.
8. A method comprising: accessing a social media message posted on a social media system, the social media message describing a product; identifying a problem keyword in the social media message indicating a problem with the product, responsive to comparing text in the social media message to a list of known problem keywords; classifying, using one or more processors, one or more articles in a knowledgebase repository as one or more relevant knowledgebase articles that are relevant to the social media message, based on detecting the problem keyword identified in the social media message in the one or more relevant knowledgebase articles; displaying the relevant knowledgebase articles in a knowledgebase article list of a user interface; receiving a user selection of a first one of the relevant knowledgebase articles displayed in the knowledgebase article list; and attaching the first one of the relevant knowledgebase articles to a draft response message addressed to an author of the social media message in a message composition window. 9. The method of claim 8 , further comprising: detecting one or more keywords in the social media message, wherein the relevant knowledgebase articles are selected based at least in part on a detection of the one or more keywords in the relevant knowledgebase articles; and displaying the keywords in a keyword list.