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Adding an item to the knowledge base

Agent responses are based on items in the knowledge base. Information such as delivery, returns, warranty, and working hours is entered here.

  • Company administrator (agents have read-only access)

How to add an item to the knowledge base?

Agent responses are based on items in the knowledge base. Who can do this: Company administrator (agents have read-only access). Remove outdated items using the delete button in the list; agents will no longer use them from the next response onwards. Information such as delivery, returns, warranty, and working hours is entered here. Each item should cover a single topic.

Steps

  1. In the left menu, click Content → Knowledge.

  2. Select Frequently Asked Question or Policy from the Type list 1.

  3. For Frequently Asked Questions, fill in the Question field; for both types, fill in the Content field 2.

  4. Click Add 3. The item is added to the list.

Adding an item to the knowledge base (with demo data)
  1. 1Item type
  2. 2Answer text
  3. 3Save item
Keep it short and topicalEach item should cover a single topic. When "Shipping" and "Returns" are separate items, agents find the correct one more easily.
Keep it updatedRemove expired items using the delete button in the list; agents will no longer use them from the next response onwards.

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