With this tool, you can set your own FAQ section for the agents to use while chatting. They will be able to reply to common questions simply by typing in # and the keyword connected to the question that was asked.
This can be set by clicking on the “More settings” button at the bottom. The next step is to click on “Forum Management” on the right and then select the forum you wish to edit or add questions and answers to.
When you enter you will be able to see all the questions that are currently there if any. At the left bottom, when you scroll down to the end, you will see the “Add Q&A” button.
When you click on it, you can add the shortkey to be used, the question as well as the answer, they will be automatically saved. You will be able to see “✓ Saved” at the right bottom. The answer will appear in the field when the agent types in the shortkey in the chat.
