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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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