When there are too many knowledge base entries, you can group related entries by navigating to Agent Tools > Reply assistant groups. That way, the entries will be displayed in pull-down menus in the reply assistant of the agent interface, so that the agent can pick an entry more conveniently.
For example, you may want to create two groups called ‘Responses’ and ‘Hyperlinks,’ used to separate responses which are textual from those which are hyperlinks. Entries for which no group has been defined are automatically put in the Misc (miscellaneous) group in the reply assistant.
The reply assistant groups you create appear in the Reply assistant groups page and indicate the number of entries in each group, and whether the groups are enabled for use in chat autocompletion.
If you create two or more reply assistant groups, you can sort them to change the order in which they appear in the agent interface. Drag and drop the group you want to reorder. Changes are immediately visible from the Reply assistant in the agent interface.