In 8x8 , if your contact center maintains an FAQ knowledge base, you can extract relevant data from the knowledge base and insert these FAQ responses in a live chat session to assist customers. Using these FAQ responses minimizes agents' time in finding the right information, and maintains consistent delivery of information.
During a chat session, you can refer to the FAQs by shortcuts or by going to the FAQ knowledge base. Referring to shortcuts requires prior definition of shortcuts while creating an FAQ. With out new enhancement, the chat editor in allows you to insert rich media FAQs directly into the messages and share with customers during an interaction. Alternatively, you can insert them as a link to HTML content. The chat editor supports regular text formatting, images, and links.
To insert an FAQ response during a live chat session:
To insert an FAQ shortcut:
Inserting an FAQ by shortcut requires you to know the shortcuts beforehand. Each shortcut is linked to an FAQ item it is defined for. If you do not remember the shortcut, you can go to the FAQ knowledge base.
To insert rich media FAQs:
Note: Tables and more complex HTML elements or contents are not supported by the editor and will always be inserted into the chat as a link to the HTML content.
|Supported tags (inserted directly)||
|Not supported tags (inserted as link)||<table>, <tr>, <thead>, <td>|
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