Inserting FAQ Answers into Chat Messages

Perform the procedure in this section to insert a preformatted FAQ answer into an Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. chat.

Figure 1 shows the tools you will use to insert a FAQ response into an email message.

To insert a FAQ answer into an email message:

  1. In the Chat tab, in the Chat Transcript text entry area, click where you want to insert the FAQ answer.
  2. In the Insert FAQ text entry area, type the shortcut for a FAQ answer.

    Figure 1, shows the FAQ shortcut named LOGIN.

  3. Click Insert FAQ.

    The Agent Console inserts the prepared answer into the Chat Transcript text entry area.

For information about inserting FAQ answers into email messages, see Insert FAQ Responses into Emails, on page 1.


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