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