Engage Voice | Adding an article to the knowledge base

Table of contents

Adding an article to the knowledge base

  1. Click the arrow to the left of the group name of your choice.
  2. Click the plus button to the left of the category of your choice.
  3. Click the Category Actions button to the far right of the category of your choice.
  4. Click Add Article to add an article to your category.
  5. Enter a Title for your article in the window that appears.
  6. Check the Active checkbox if you wish to make the article available to agents immediately. 
  7. Check the Show Send checkbox if you wish to prevent agents from altering the text before it is sent.
  8. Provide a Label for your article and hit enter on your keyboard to add it to the field.
  9. Repeat step 8 as needed. 
  10. Click the x to the right of a label name to delete it.
  11. Choose a number to indicate the order in which you wish your category to appear to agents.
  12. Input your text into the Article text editor below and format as needed.
  13. Click Save to save your changes and exit the window.

Viewing or editing a knowledge base article

  1. Click the arrow to the left of the group name of your choice.
  2. Click the plus sign to the right of the category of your choice to view a table containing all its articles.
  3. Click the pencil and paper Edit icon to the right of any article to edit its title, active status, show send status, labels, order, and article text.
  4. Click the x icon to the right of any article to delete it.
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