Agent Guide: Responding with Knowledge Base Articles in Conversational UI | Wavity

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.