Agent Assist Knowledgebase Management System

You can access the Knowledgebase Management system from the Admin portal under Services - Agent Assist menu option. Please be aware that this is a paid service and needs to be configured for your solution before use.

The knowledgebase management system is a data storage hub, that contains articles about topics that are deemed relevant and useful for the agents while answering to the customer queries.

In the Knowledgebase Management system, you can:

  • Create/edit the articles
  • Delete the articles
  • Categorize the articles
  • Publish/unpublish the articles
  • Rate the articles 

Admins need to create relevant articles, group and tag them appropriately, so that it can be effectively analyzed [automatically served or manually searched] and used by the agents while on conversation with the customer or flipped through them using our Knowledgebase widget.

Published

04/06/2020 - 16:08

Last updated

09/09/2021 - 10:41