Engage Digital | Importing a knowledge base 

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

Importing a knowledge base

Your organization may already have a knowledge base that you use to store customer reply data. If not, you may want to construct your own new knowledge base. Whether you use an existing knowledge base or create a new one, you will need to import the knowledge base into the platform. 
To import a knowledge base, you will need to create comma-separated values (CSV) or a Microsoft Excel Open XML (XLSX) file. Any existing entries in the knowledge base will be overwritten by the new data. The file must contain your tabular data entries that match the following format:
The channels and categories are case-sensitive. You can omit the headers row.
  1. Navigate to Agent tools > Reply assistant via the left-hand navigation bar.
  2. Click on Import in the top right corner.
  3. Uncheck the box Import entries without any real update.
  4. Click Choose File and select a CSV or XLSX file in the proper format.
You will receive an error message if your file is not well-formed. Once you have selected the file, the import of the data starts. You will receive an email at the email address configured for your account once the import has been completed. You can continue to revise the knowledge base data by importing it again in the same way.
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