Engage Digital | Adding a version of a knowledge base entry

Last updated on April 19, 2021
If the Reply assistant section is not visible under Agent Tools, it has not been enabled. Enable the reply assistant by following the instructions here

Adding a version

You can create and maintain multiple versions of a knowledge base entry. The number of versions for each knowledge base entry is displayed in the Reply Assistant page. You can edit the existing versions or add new versions. Each new version that you add will be added to the bottom of the list.
 
When an agent selects an entry, only the entries written in the language of the message will be displayed to the agent. If the agent can’t see some of the entries, check the language that’s been detected for the message, and the language that’s been defined for the entry.
  1. Navigate to Agent tools > Reply assistant in the left-hand navigation bar.
  2. Hover over the entry and click the Edit Versions icon at far right.
  3. Provide the format of the reply as text or HTML.
  4. Provide the language that you want to define for the entry.
  5. Select one or more channels from the Only for channels field.
  6. Specify the body text of the version.
  7. Click the Attachments paperclip icon to add any attachments.
  8. Click the Create plus icon.
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