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 the toggle assistant bot to On.

On the operator dashboard, you must also turn the 'Switch Assistant' feature ON, indicated by the button switching to green, so the agent can see the bot's suggestions.

If the customer sends a message to the agents, a FAQ suggestion will appear in the conversation chat to reply to the customer message, you can click the 'Send' button () to send the 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.

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

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.