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  • Click the name of the campaign you wish to create FAQs for
  • Click the FAQs tab


  • Click +Add Question

  • On the Add Question page:

    • Question: Any common inquiry pertaining to your campaign.
    • Answer: A simple, concise response that the agent could give.
    • Agent Instructions: Any notes or tips for the agent viewing this question.
      *In the above example, a question and answer about shipping methods for the product campaign with a note to the agent instructing them to edit the response if certain information is already known.
  • Click Save Question

On the FAQs tab:

  1. Search field: begin typing a search term and the list of existing questions will narrow
  2. Visibility: All Questions\ Only Active\ Only Inactive with (totals)
  3. List of all active and inactive FAQs created for this campaign
  4. +Add Question button
  5. Edit a question
  6. Move the question up/down in the list
  7. Show/hide the question during a session
  8. Delete the question

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3. Interacting With FAQs During a Chat Session

During an active chat:



  • Click the FAQs tab on the right-hand side of the chat window
  • A searchable list of all active FAQs for this campaign will take the place of the Customer Details


  • Click to expand and view the question that is most applicable 


  • Once the answer is evaluated and deemed acceptable for use, click Use Answer -> 
    • This copies the entire block of text into the agent's Reply field on the left
    • Once here, the text can be edited to better suit the customer's question
    • When the edited answer is ready to go, click <Enter> to send it to the customer

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