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Send articles in conversations
Agents can send articles from the product knowledge base to help resolve customer issues and questions more quickly.
To add an article as a reply within a conversation, select an article from the list using the button in the text area. KB articles can be saved in multiple languages to accommodate customer conversations from different countries. The language of the articles is changed in the drop-down list with the flags.
To add an article as a reply within a conversation, select an article from the list using the button in the text area. KB articles can be saved in multiple languages to accommodate customer conversations from different countries. The language of the articles is changed in the drop-down list with the flags.
Once an article has been selected, it is added in the text area. The agent can open the article to read it in full with a single click before sending it to the customer. In addition, further information and comments can be added along with the article as shown in the attached image.
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