Sometimes a user might ask questions which are already part of the FAQ database, to which the agent might already have a response that explains everything in detail. In such cases, FAQs can just be inserted into the conversation to avoid time gaps in responses or explaining everything from scratch to the user.

To insert an FAQ in the conversation:

  • Select the intended conversation. In the conversation window, you’ll see three small icons at the bottom. Click on the third one.

  • You can then look for the right FAQ and select it to insert it in the conversations.