The Knowledge Base supports multiple languages, such as English, Spanish, etc. Based on your business needs, you can pre-create FAQs and common phrases in the relevant languages. When replying to users, you can quickly select the appropriate answer and send it, improving response efficiency.
The system also supports predictive input. Once enabled, when a customer service agent types in the chat box, related FAQs will be displayed in real time for quick selection and sending.
Step 1: Creating FAQs / Common Phrases
(1) Add Language
Go to Management → Tools → Knowledge Base, click the Add Language button on the right, select the language you want to create in the pop-up window, and click Confirm.
(2) Add Categories
To make it easier to find FAQs, it is recommended to create multiple categories.
(3) Create FAQ
Click Add FAQ, and in the pop-up window, select Category and Type to create the corresponding FAQ.
Step 2: Using FAQs and Common Phrases
Go to Conversation → Digital. When replying to a user message, click Send FAQ, find the desired FAQ in the pop-up window, and click Send.
If Smart Input is enabled, when typing in the reply box, the system will automatically search for related FAQs and display them. You can select the appropriate FAQ to send.
Besides directly sending, clicking on an FAQ will insert its content into the input box, allowing the agent to edit it before sending.