Agent Guide: Responding with Knowledge Base Articles in Conversational UI

Agent Guide: Responding with Knowledge Base Articles in Conversational UI

• In the Wavity platform, agents can utilize Knowledge Base articles to respond to requester (end-user) queries directly through the Conversational UI.
• Agents handling requester queries can easily access and use Knowledge Base articles to provide accurate and consistent responses.
• If Knowledge Base articles are published in the Customer Portal, they will automatically appear in the Conversational UI.
• To create Knowledge Base articles in the Customer Portal, visit: Creating a Knowledge Base Article | Wavity
• Agents can log in with their credentials to access the Agent Interface.
• From the interface, select the “Column” widget (Conversational UI).

• In the Conversational UI, agents can reply directly to requester queries.

• Click the “Book” icon to view all available Knowledge Base articles on the right side, which can help in resolving the requester’s issue.

• Click the “Plus” icon to insert a selected article into the reply box.

• Once added, the article content will appear in the reply box. Click the “Send” button to share it with the requester, helping them resolve their query efficiently.