Mechanism of Using FAQ Suggestion

To be able to display the FAQ Suggestion, the first thing you need to do is activate the bot assistant in the Bot Settings > Bot Manager menus and switch toggle assistant bot to On.

Assistant ON

If the customer sends a message to the agents, a FAQ Suggestion will appears in the conversation chat to reply to the customer message, you can click ‘Send‘ button to send suggested answer, or click the ‘Save‘ button to save the FAQ to the FAQ suggestions page and add a note to the FAQ, as shown in the image below.

FAQ Suggestion

Suggestion will appear if the customer sends a message in accordance with the questions listed in the Knowledge FAQ.

For example, click the ‘Save‘ button to add a note to the FAQ. Type the notes and click save button.

Add note FAQ

Then the notes you have entered will appear on the FAQ Suggestions page. The supervisor can approve or reject the notes entered by the agent.

FAQ Suggestion Approval