How the online admin uses the knowledge

The online admin is the agent that answers clients in the business's chats by itself. It sees only live entries. A removed entry and a suggestion that still waits are unknown to it.

What it reads

• The voice and the list of entries, on every turn.
• The few entries closest in meaning to the client's latest messages, found before it writes the answer. It can look further with the search (see Searching the knowledge).
• Each entry comes with the branches it is about, so in a business with several branches it names the right one.

Prices, durations and schedules are not taken from entries. The online admin reads them from the price list and the schedules.

When there is no answer

The online admin does not invent one. It tells the client it will find out, and it passes the chat to the team with the reason "doesn't know the answer". The chat appears as a card to reply to: in Today in the web version and in Waiting for you in the app. The online admin keeps answering the client's other messages.

The question also goes to the knowledge suggestions as Question without an answer, with the ways clients asked it. A person sees these wordings only from chats they can see. Otherwise the line says "Question without an answer from a chat you can't see". When other clients ask the same thing, their questions join the same one: "Answer once, and the answer covers them all".

Answering the question

In the web version Write the answer opens an entry with those wordings, and the person who approves it is its author. The app cannot write the answer. There a question without an answer can only be rejected.

Once the answer is approved, the online admin answers the waiting chats by itself and the card says "The online admin answered by the new knowledge". This works only while the messenger's reply window of that chat is open. If the window has closed, the card stays and a person answers from the channel's own app. In a chat set to Only drafts, the online admin prepares a draft and a person sends it.

Rejecting

Reject leaves the knowledge as it was. If the business does not do what the client asks about, the suggested way is to write the answer "no", and the online admin will say so. A rejected question comes back only when new clients keep asking, with "Asked about N more times since you rejected it".

Remembering a reply

When a person changes a draft of the online admin and sends it, the screen asks "Remember this reply for everyone?". Remember sends it as a suggestion for a new answer. Its title is the first line of the person's reply, and the client's words are not copied into it. It needs the right to suggest.