Agent Guide: Responding with Knowledge Base Articles in Conversational UI

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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.