FAQs can be used in two ways:
First is a straightforward way in which users go to the FAQs section of the mobile app and web messenger to find solutions for their issues, instead of reaching out to the support personnel. FAQs have a search bar to help the users narrow down the relevant FAQ articles.
FAQs in Mobile App
FAQs in the Web Messenger
- Second is when a user is in conversation with one of your agents and has asked a query that has already been addressed in one of your FAQs. In such cases, the agent can insert the FAQ into the conversation from within the inbox to quickly resolve the user issue.
An agent can send FAQs in chat from within the web app