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Two kinds of Q&A

Context > Q&A holds question-and-answer pairs. Some you write yourself (FAQs); some your agent brings you.

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Questions it could not answer

Whenever a customer asks a business question on chat, voice, text or email and your agent does not have the answer, the question is captured and added to Q&A as Needs an answer. Each card shows the question (cleaned up into FAQ form), when and on which channel it was asked, how many times it has come up, and a link to the conversation.
1

Open Context > Q&A

Pending questions are listed first. The sidebar shows how many are waiting.
2

Type the answer

Short and direct works best. Press Save answer (or Cmd/Ctrl + Enter).
3

Done

The pair goes live immediately on all channels. The next time a similar question comes up, your agent answers it.
Not a real question, or not something you want to answer? Click × to dismiss it. If it is asked again it will reappear with a higher count.
Questions are captured only when the agent lacked the information. Greetings, small talk, questions it did answer, requests to talk to a human and off-topic questions are ignored.

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Adding your own FAQs

Add Q&A lets you write a question and its answer directly. Q&A pairs are matched by question, so phrase them the way customers actually ask. Like any document they have channels and can be pinned, disabled or deleted.