I. Intro

On the User Interface page of Help Desk admin, help desk administrators can enable the Recommended Questions and FAQs Category Card features to help users get answers to common questions by themselves. Help desk administrators can also enable agent service to transfer complex questions to agents. The combination of bot service and agent service improves Q&A efficiency.

II. Steps

Log in to Help Desk admin, go to Settings > User Interface, configure the recommended questions and FAQs category cards shown to users, and specify whether users can transfer to agent service. The right sidebar displays a preview based on the selected configuration.

Note: The sequence of questions and categories displayed in the preview card is for reference only and may differ from the actual sequence.

1.Agent service

On the User Interface page, the agent service is enabled by default.

You can turn off the Agent Service switch on the right if your team doesn't provide agent service. After that, the system will not display the None of the above. Chat with agents. message for users. When users enter the help desk, they will be informed that agent service is unavailable.

2.Set the bot signature and welcome message

On the User Interface page, you can set the bot signature and welcome message shown to users in the Bot Service area.

3.Recommended questions

Turn on the switch on the right to enable the Recommended Questions feature. After that, the AI bot recommends 5 questions that are most likely to be asked by users based on the FAQ hit rate, clickthrough rate, and other hot indicators. Recommended questions are sorted based on these indicators in real time, and their sequence can't be manually changed.

4.FAQs category cards

Turn on the switch on the right to enable the FAQs Category Card feature. After that, you can show FAQ categories to users. You only need to select level-1 FAQ categories, and users can view up to 3 levels of categories.

Note: Please select Allow user to reach agents via category cards. Otherwise, users can't transfer to agent service through FAQs category cards.

Note: If both Recommended Questions and FAQs Category Card are enabled, recommended questions are preferentially shown to users. FAQs category cards are displayed only after a user clicks None of the above. Select a category.

5.Multi-language settings

If you enable multiple languages for your help desk, go to User Interface > Bot Service and configure the user interface in the corresponding language on each language tab.

III. FAQs

How do I use the quick reply feature as an agent?

Enter /faq <keywords> to search for answers in FAQs and select an answer to send. You can also edit the answer before sending it.