Overview
Smart FAQ is a Tool that will automatically monitor conversations that your agents are having with your contacts for information that your agent does not have access to.
When it detects a question that does not have an answer in your knowledge base or general prompting, it will tell the contact that it doesn't know that information and add a Smart FAQ Item to the Knowledge Library tab.
The CloseBot account owner will be notified of the new Smart FAQ item and will have the choice to answer the question or not. By answering the question, we will create/update a knowledge document with the new information.
How to Set Up
Inside of the Job Flow Builder, you will find a Tools Icon attached to the actions pop out. Click on the Tools Icon, then click Smart FAQ Icon and select "update tools". This will need to be done for each Job Flow that you would like this setting on for.
Where to Add Answers
You will find a list of your unresolved Smart FAQ items by clicking on Knowledge Library -> Smart FAQ.
Smart FAQ's are source specific, so in this page you will select the source and a list of unresolved Smart FAQ's will show with a text box to the right, where you can add the answers.
Once the answers have been added, they will populate into a knowledge document in your knowledge library and automatically attach to the correct source.
