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*This article assumes that the previous steps have already occurred
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Anchor What What
1. What are FAQs?
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What |
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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2. Creating the FAQs Inside the Campaign
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Create |
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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3. Interacting With FAQs During a Chat Session
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Interact |
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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