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*This article assumes that the previous steps have already occurred

Jump to:

1. What are FAQs?
2. Creating FAQs
3. Interacting with FAQs

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What What

1. What are FAQs?

FAQ= Frequently asked question. In the SingleComm Scripter, FAQs exist as a list of read-only reference points for the agent during a call. FAQs in Omnichannel can be accessed in a similar fashion but have the added benefit of being editable and available to use as a response.

FAQs are a huge time saver: click, edit, send.

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Create Create

2. Creating the FAQs Inside the Campaign

Each campaign has its own set of FAQs created for that campaign only. 
From within Omnichannel Setup:

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Remember: FAQs are not limited to questions! Use them for agent comments, or anything that may take an agent more than a few seconds to type.

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Interact Interact

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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