1. How to edit and select the Knowledge Base settings?
The Knowledge Base is designed to be used as a "bank" of pre-prepared questions and answers. The Base will provide agents with the ability to supply quick, unified responses for quality service without needing to draft new messages each time separately.
1a. Log in to the Agent Workspace with an account holding ADMIN permissions.
1b. Click on the Settings icon in the lower-left corner.
1c. In the scrolling toolbar that opens on the left side of the screen, click on the Knowledge Base tab.
1d. In the window you will be presented with the option of opening a new folder or creating a new item, select Create a new folder.
1e. Set its name (ex: Customer Service).
1f. After setting up the folder, click on Create Item and set the name of the item (example: business hours).
1g. Click on the new item you created and set it according to the answer you need in the box.
The top text (intended for the other channels, for example, Facebook, WhatsApp and Instagram) and in the formatted text as well (intended for chat and email channels).
1h. After entering the text in the boxes, click on Save.
1i. After saving the item will be usable for answering customers by clicking on the Knowledge Base that will appear in the agent's chat box.