1 Introduction

FAQ (frequently asked questions) refers to quick replies, a convenient and efficient way to respond to common questions during customer service conversations. Under this feature, you can add standard answers to frequently asked questions, add common phrases, facilitate quick replies to users’ messages, and improve the overall efficiency of customer service replies to users’ messages.

2 Adding FAQ

We offer two ways for users to add FAQ:

• Click the “FAQ” tab in the menu bar, then click “Add FAQ” button. Write the content and set a category for the reply in the “Add” dialog box, then save the new reply.

Note: If you delete a category, the FAQ in that category will also be deleted and will not remain in the “Common Categories”.

• Click the FAQ button in the online chat window, then click the “Add FAQ” button in the FAQ page on the right. It will prompt the “Add” dialog box as above, write and save the reply.

3 Using FAQ

3.1 Quickly add FAQ with the “Add to FAQ” function

You can import a message sent out by clicking the ”+” button into the FAQ library. Then, a prompt for editing can appear for final modification and saving.

3.2 Quickly select FAQ to respond to users’ questions

Click the “FAQ” button above the chat box, select the desired FAQ, and click “Select” to quickly add it to the chat box for the customer. Alternatively, you can also search by entering related keywords in the FAQ search box.

3.3 Rearrange FAQ order

Select the FAQ with a left-click, and then drag by holding and moving up or down to adjust the sequence of FAQ in the same category. For frequently used FAQ, more exposure can be given to facilitate frequent use.

Quick replies provide an efficient means of responding quickly to customers during live chat sessions. With just a few simple steps, you can easily provide better customer service.

In summary, quick replies offer an excellent way to deliver quick responses to common customer inquiries. By following these simple steps, you can efficiently manage your customer service tasks and keep your clients satisfied.