Adding FAQs to an Omnichannel Campaign

The content in this article is appropriate for: Supervisors and Administrators

Configuring the SingleComm Messaging Client is simple. This article will outline Step 3: Adding and Using FAQs 

*This article assumes that the previous steps have already occurred

This article covers:

• What are FAQs?
• Creating FAQs
• Interacting with FAQs

1. What are FAQs?

FAQ= Frequently asked question. In SingleComm WorkFlow, FAQs exist as a list of read-only reference points for the agent during a call. FAQs in Omnichannel can be accessed in a similar fashion but have the added benefit of being editable and available to use as a response.

FAQs are a huge time saver: click, edit, send.

2. Creating the FAQs Inside the Campaign

Each campaign has its own set of FAQs created for that campaign only. 
From within the OC Campaign Creator module:

• Click the Campaigns tab to view a list of current Omnichannel campaigns
• Click the name of the campaign you wish to create FAQs for
• Click the FAQs tab
  
• Click +Add Question
  
• On the All Questions page:
  
  
  • Question: Any common inquiry pertaining to your campaign.
  • Answer: A simple, concise response that the agent could give.
  • Agent Instructions: Any notes or tips for the agent (these will never be visible to the customer).
    • In the above example, a question about shipping for the product campaign with a note to the agent instructing them to edit their response if they already know the selected shipping method.
• Click Save Question to add the FAQ to the campaign
• Repeat this process until all FAQs have been created 

On the FAQs tab you can:

• Search field: begin typing a search term and the list of existing questions on the right hand side of the page will narrow
• Visibility: Choose to view All Questions\ Only Active\ Only Inactive with (totals)
  
• Click the Pencil icon to the left of any FAQ to edit its Question\ Answer\ Agent Instructions
  
  
• To the right of each question, you can:
  • Raise/lower the question in the current list
  • Disable/ set the question to Inactive
  • Delete the question

💡 Remember: FAQs are not limited to questions! Use them for agent comments, or anything that may take an agent more than a few seconds to type.

3. Interacting With FAQs During a Chat Session

During an active chat:

• Click the FAQs tab on the right-hand side of the chat window
• A searchable list of all active FAQs for this campaign will take the place of the Customer Details
  
• Click to expand and view the question that is most applicable 
  
• Once the answer is evaluated and deemed acceptable for use, click Use Answer -> 
  • This copies the entire block of text into the agent's Reply field on the left
  • Once here, the text can be edited to better suit the customer's question
    
  • When the edited answer is ready to go, click <Enter> on your keyboard to send it to the customer

💡Did the customer ask multiple questions at once? You can stack your FAQ answers, just make sure your cursor is at the end of the text line in the response field before you click Use Answer -> to add another FAQ response to your reply.

To view the next step in the process, How-To: Add Dispositions, click here.