FAQ Suggestion

The FAQ suggestion is a feature that makes it easy for agents and supervisors to answer your customers’ questions by suggesting relevant FAQ knowledge to insert into the chat.

This feature also helps agents to save FAQs on the FAQ suggestions page and provide notes in the FAQ. For example, when the information submitted in the FAQ is not correct or may be mistyped, agents can save the FAQ on the FAQ Suggestion page by adding notes or additional information. Then, on the Suggestion FAQ page, the supervisor can approve or reject the records entered by the agent.

Go to Bot Settings and click the FAQ Suggestion menu, then you will see a FAQ Suggestion page as shown images below.

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