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Agent scripts
Engage Voice | Adding an article to the knowledge base
Last updated on June 30, 2021
Table of contents
Adding an article to the knowledge base
Viewing or editing a knowledge base article
Adding an article to the knowledge base
Click the arrow to the left of the group name of your choice.
Click the plus button to the left of the category of your choice.
Click the
Category Actions
button to the far right of the category of your choice.
Click
Add Article
to add an article to your category.
Enter a
Title
for your article in the window that appears.
Check the
Active
checkbox if you wish to make the article available to agents immediately.
Check the
Show Send
checkbox if you wish to prevent agents from altering the text before it is sent.
Provide a
Label
for your article and hit enter on your keyboard to add it to the field.
Repeat step 8 as needed.
Click the
x
to the right of a label name to delete it.
Choose a number to indicate the order in which you wish your category to appear to agents.
Input your text into the
Article
text editor below and format as needed.
Click
Save
to save your changes and exit the window.
Viewing or editing a knowledge base article
Click the arrow to the left of the group name of your choice.
Click the plus sign to the right of the category of your choice to view a table containing all its articles.
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.
Click the
x
icon to the right of any article to delete it.
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