Configuring the SingleComm Messaging Client is simple. This article will outline Step 3: Adding and Using FAQs 

*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

Did the customer ask multiple questions at once? You can stack your FAQ answers, just make sure your cursor is at the end of the text line in the response field before you click Use Answer -> to add another FAQ response to your reply.

To view the next step in the process, How-To: Add Dispositions, click here.