Knowledge
Q&A answers.
Write the exact answer to a question. The quickest way to fix something the agent gets wrong.
A Q&A answer is a question and the answer you want the agent to give. Use it for questions your website and documents don't answer clearly, or to correct an answer.
Add a Q&A answer
- Open Knowledge, press Add knowledge and choose Q&A.
- Write the Question the way a customer would ask it.
- Write the Answer the agent should give.
- Press Save Q&A.
The agent doesn't need the exact same words. It also uses the answer for similar questions, like "Can you wrap it as a gift?", and in other languages.
Write good answers
- Answer one question. Two short Q&As work better than one long one.
- Include the details. Prices, time limits and conditions: "free for orders over 300,000 so'm, 15,000 so'm otherwise".
- Use the customer's words in the question. If people say "exchange", don't only write "replacement".
Change an answer
To change a Q&A answer, remove it from the Knowledge table and add the new version.
Answer unanswered questions
When the agent couldn't answer something, the question appears in unanswered questions. Press Add answer there to create a Q&A answer with the question already filled in.