Introduction

FAQs allow agents to have predefined responses at hand within their active conversations in wolkvox Agent. This feature is useful for standardizing responses, speeding up customer service, and reducing typing time when customers ask frequent questions.

The configuration is done in wolkvox Manager, and once saved, the FAQs become available for agents in chats from web chat widgets or WhatsApp connectors.

Configuration

1. Log in to wolkvox Manager. Click on the "Settings" button located in the top right corner.
2. Go to the "Omni Channel" tab.
3. Then enter the "Web Chat" tab.
4. Ensure the "Disable Widget" toggle is activated to enable the interface from which WhatsApp-related configurations are also managed.
5. Click on the vertical three-dot button to open the general chat channel configuration window.

In the modal window, scroll down to find the FAQS section. Click on the FAQS button.

Within the FAQs view, click on the button with the "+" icon to add a new FAQ.

1. A new modal window will open.
   • In the "Question" field, enter the title or text of the frequently asked question.
   • In the "Answer" field, enter the response you want to make available to the agent.
   • Click on "Save".

Once added, the FAQs will be displayed in a table with the following columns:

• Question.
• Answer.
• Actions.

In this same view, you can:

• Use the "Search FAQ..." field to locate a specific FAQ when many have been created.
• Click on the pencil icon to edit an FAQ.
• Click on the trash can icon to delete an FAQ.
• Scroll through the list if there are multiple registered FAQs.
• Use the pagination at the bottom of the table when the number of FAQs requires it.

• When you finish creating, editing, or deleting FAQs, close each of the modal windows you have opened.
• Finally, click on the "Save" button in the main modal window from which you accessed the FAQS button.

Using FAQs in wolkvox Agent

Once configured, the FAQs will be available for the agent in wolkvox Agent as follows:

1. The agent logs in to the chats section. Opens a conversation from web chat or WhatsApp.
2. In the right-side menu, they will find the FAQs button.
3. When clicked, the FAQs section will open with all the questions configured by the administrator in wolkvox Manager.
   • The agent can use the search field at the top to find a specific FAQ.
   • When opening an FAQ, they can view its content.
   • Each FAQ has the "Add Answer" button.

1. The "Add Answer" button allows the agent to send the response associated with the selected FAQ directly to the customer, without the need to copy or manually type it in the message field.
2. This speeds up customer service and helps maintain consistency in the responses provided to the customer.