Knowledge articles are the first line of support for the customers. When the a
customers customer starts a live chat session, the Augmented Agent displays a list of
categories of available articles, followed by a list of relevant articles that the customer
can click to read.
To view the available knowledge articles during a live
chat session, perform the following steps:
Navigate to a live chat instance
To start the chat, click Need Help?
The system displays a chat window with a list of categories.
Click the required category to display a list of articles under that
category.
From the articles list, select the required article, as shown below:
Displaying knowledge articles
If the customer wants information that is not available in the knowledge
articles, then clicking Need more help? will route their
query to a live agent.
When the Customer Service representative (CSR) logs in
to the Interaction Portal, a question mark icon appears on the right side of
the screen. When the CSR clicks the icon, a list of knowledge articles
appears in place of the Live chat section.