How to create an Answer

Click to start the Tutorial

Click on the menu icon on the top left corner of the screen.

Click Answers.

From the Answers admin page, you can use the search feature to search Answers.

Some Answers knowledge bases support multiple languages so you have the option to filter Answers by language.

You can also filter Answers by Channel. For example, you'll click the Messaging Channel to only see Message Answers.

To add a new Answer, click Add Answers.

Enter a title for your Answer.

For this example, type Refund Policy.

Next, select the language to have the Answer available in.

Click English - United States.

For this exercise, we're going to create a Reference Answer. Click the + icon.You can create additional Answer types at the same time, just click the + icon next to the Answer type.

Because Reference Answers can be for internal and external use, you need to click the Internal box to signify if the Answer is for internal use only. Leave it unchecked if it can be shared with Customers.

For this example, we're creating an internal Reference for Agents only about the current refund policy.

The rich text composer gives you additional options to format your content.

Click Create when you're done.

At this point, the Answer is ready for use by Agents.Agents will find the Answer through the Answers Pane in the Customer Profile.