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Engage Digital | Intro to the reply assistant

Last updated on June 23, 2021

Knowledge base replies

You can add or import knowledge base entries in raw text format or HTML format, and you can also add attachments. You can group your knowledge base replies into groups of related entries. To view or create the groups, navigate to Agent Tools > Reply assistant groups.

From the Inbox, the Reply Assistant button is not available for the following cases:

For channels displaying a chat view. However, it is available for these channels from the Routing mode.
When the platform is displayed through a small screen (with a width lower than 915 pixels).

For security reasons, the HTML support for knowledge base entries is limited to a subset of HTML. When saving your HTML code, the system may remove HTML elements that include or specify JavaScript, certain iframes without a source, objects, and inline SVG.

Note that if an agent tries to reply from a channel that does not provide HTML support and that no text version is available for that entry, the existing HTML versions will be displayed for the agent to select and will be automatically converted into a raw text format when inserted. Images or links are also automatically adapted.

Engage Digital | Intro to the reply assistant

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