How do i configure suggested answers?

Introduction

Within Mobile Service Cloud you have the ability to add a suggested answer to conversations. Adding a suggested answer to a conversation is optional. On this card we will explain how to add, edit or delete suggested answers and/or their categories.

​Adding suggested answers

1. Navigate to Settings → Conversation tools → Suggested answers

​​

2. In this screen you can add a new set of suggested answers. For every webstore it is possible to create an own set of suggested answers.

To create a new set, simply click on the button 'add suggestion set'.

​

In the following screen you can add a new suggested answer, change the existing ones by clicking on the pencil or delete an answer bin icon (don't forget to use the "Save" button).

3. You can start filling out a name for your suggestion set (1). When you are ready to add a suggestion, click on the button 'Add Suggestion' (2).

​

4. Enter a title and the suggested answer you want to create (1). Click the checkmark (2). If you want to create another suggestion, just click on the button 'Add suggestion' like you did in Step 4.

If you created all the suggestion answers you wish, don't forget to click on Save (3).

​​

Editing and deleting suggested answers

1. Navigate to Settings → Conversation tools → Suggested answers, and select the correct suggestion set.
2. To edit a suggestion, simply click on the pencil icon (1). After editing the suggestions you wish, follow up clicking the Save button (2).

3. To delete a suggestion, simply click on the recycle bin icon (1). After deleting the suggestion(s) follow up clicking the Save button (2).

Configuring a set

Once the answers within a set are configured, you now need to configure the set for the webstores you would like to use them in.

Note: You can use different suggested answers sets for customer or collaboration conversations

1. Navigate to Settings → webstore settings → webstore of choice
2. Navigate to the templates area

3. To use a suggested answers set for customer conversations, configure it on the "Suggested answers" dropdown.

4. To use a suggested answers set for the collaborations field, configure it on the "External suggestions" dropdown.
5. now save the page by clicking on the 'Save' button on the top of the page.