Predefined answer
The predefined answer allows you to prepare some answers to the most frequently asked questions during a Livechat session. This makes it possible for the operator to give answers faster.
Note: To activate predefined answer, you should active "livechat mode" in Preferences > Bot > General
To create a predefined answer:
Go to Content > Knowledge.
Click the Add button then click New knowledge. Or select a tag and click ... > New knowledge. This second option allows you to assign a tag directly to your knowledge.
Click Predefined Answer.
When you select this type of knowledge, here's what appears:
When you select this type of knowledge, here's what appears:
Enter a name for your predefined knowledge in the Label box. You can also associate this predefined answer via a keyboard shortcut. From then on, this shortcut will allow you to display this predefined answer during a Livechat session.
Click Update.
Then complete the answer window using the tools. Note that you can see the Answers elements page to get an overview of what the answer window can do.
Select your status and click Update. Your knowledge is created.
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