Help Desk is a platform developed by Feishu for enterprises to integrate internal intelligent service accounts. By combining AI bots and human agents, Help Desk provides smart customer support solution for instant and effective communication. Employees can help themselves through Help Desk.

This article illustrates how to set up bot service and agent service for your help desk.

I. Intro

Help Desk offers bot service to auto-answer users questions by showing them Recommended Questions and FAQs Cateogory Cards. It also offers agent service to answer more complex questions.

II. Steps

Go to the Help Desk admin > Settings > User Interface, administrators can set up the questions or FAQs categories shown to users, and whether agent service is available here. The preview on the right side shows what users see when they enter the help desk, and it's based on your settings.

🔔 Note: The order of the questions and FAQs categories displayed in the preview is an example, but not the final result shown to users.

1.Agent service

The feature Agent Service is enabled by default, but you can disable it by clicking the button on the right side, if there's limited manpower to act as agents in your team.

Once disabled, the option "Chat with agents" won't be shown to users.

2.Bot signature and welcome message

Under the section Bot Service, you can add the Bot signature and Welcome message referring to the tips.

3.Recommended questions

To enable Recommended Questions, click the button on the right side. Once enabled, the recommendations will be auto-adjusted according to metrics like hit rate and clickthrough rate of each question in the FAQs. The order of recommendations can't be manually modified.

4.FAQs categories card

To enable FAQs Categories Card, click the button on the right side. Once enabled, you just need to select the first level of the categories that you'd like to show to users. Users can view up to the third level of each category shown.

🔔 Note 1: If the box at the bottom of the image above isn't selected, users can't chat with agent via the card even the Agent Service is enabled.

🔔 Note 2: When Recommended Questions and FAQs Category Card are both enabled, the latter will be shown only if the user click "None of the above, select a category" on the Recommended Questions.

5.User interface in multi-language

If you want to set the user interface in other languages, firstly enable the Multi-language Service, and then click Set Language on the right side.

III. FAQ

How to use quick replies as an agent?

Enter "/faq keywords" to search answers in FAQs and select an answer to send or edit before sending.