Insert FAQ responses and rich media into chat interactions
In 8x8 Contact Center, 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 such as <Price> for the pricing table. With new enhancement, the chat editor in 8x8 Agent Console8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. allows you to insert rich media FAQs such as text tags (bold, italic, headers, etc.), images, and links directly into the messages and share with customers during an interaction. For tables, or more complex html elements in FAQ, the FAQ is inserted as a link to the html content, and is not directly shown within the chat conversation.
During a live chat, click Knowledge base under your chat window to open the FAQ Search window. You can search for or select an FAQ from the list.
Note: If permitted by the tenant administrator, you can view, add, delete, or edit FAQs by going to the main menu and selecting Main menu > Knowledge base.
- Select an FAQ from the list and click Insert as link or Insert as text.
You can insert as a link or full text.
Once you insert the FAQ in your chat response, click Send or press enter to communicate this information to the customer participating in the chat.
Inserting an FAQ by shortcut requires you to know the shortcuts beforehand. Each shortcut is linked to an FAQ item which is defined by the SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise.. If you do not remember the shortcut, you can go to the FAQ knowledge base and look for it.
During a live chat, click Knowledge base under your chat window to open the FAQ Search window and look for the shortcuts.
- Type the FAQ shortcut that refers to the information in your chat response. For example, \q brings the following text: "We are open from 8 am - 7 pm EST Monday to Friday, Saturday 8 am- 12 pm, Sunday closed."
- Select the shortcut check box and click to Insert as link or Insert as text.
Once you insert the shortcut in your chat response, click Send or press enter to communicate this information to the customer participating in the chat.
- During a live chat, locate and find an image on Internet.
- In the right-click menu, copy the image and paste it to the chat window and share it with your customers. Or, select and add an image from your computer to the FAQ. Then insert the FAQ in the live chat window.
Click Send or press enter. The image is now sent.
HTML tags in chat editor
Chat editor allows for rich media FAQs to be inserted directly into the chat conversation and sent to the other party, or it can be inserted as a link to the html content. In case FAQ contains tables, or more complex html elements/content, the FAQ will always be inserted into the chat/sent to the customer as a link to the html content, and not directly shown within the conversation.
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>|