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Description - Inserting a FAQ

You can create HTML formatted FAQs to send to customers. If your contact center has prepared answers for frequently asked questions (FAQs), and those answers include shortcut definitions, you can use those shortcuts to quickly insert the prepared answers into chat responses, email responses, and email notifications while creating cases and follow-up records.

To insert FAQ:

  1. In the Notification tab, place the cursor in the Description field where you wish to insert FAQ.
  2. In the control panel, enter a shortcut FAQ and click Insert FAQ. The FAQ content gets inserted in the response.

    Figure 70: Create Case, Notification tab, Insert FAQ

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