Suggesting Articles to Agents for a particular Category

Help Center articles contain a useful information that customers can review to solve their problems, often before they need to contact support. 

However, when customers don’t find the answer they have been looking for, support agents can also benefit from linking to specific articles when replying instead of having to re-write or copy information that is usually well detailed already.

With Cleverly, it is possible to suggest relevant articles to agents for each type of request. They show directly within the Cleverly Assist widget, according to the category they are associated with. 

Configuring an existing Article to appear as a suggestion

By integrating with your existing knowledge base, Cleverly automatically synchronises and lists help center articles. They automatically appear in the Knowledge section of your Dashboard.

To configure an existing Article to appear as a suggestion for the agents you need to assign it to a Card so that it becomes available to agents within the Cleverly widget. To do so follow the steps:

• Log in to your Cleverly Dashboard;
• Click on “Cards” on the left menu of your Cleverly Dashboard;
• For the card you want the Article to be assigned to, click on its name to open the card page;
• Click on the “Assign reply template” button;
• Pick “Article” and then select the Article which you want to assign to this category; 
• Click “Assign to card”. 

The Article will now show in the Cleverly Widget for requests of this category. This is true for requests which are automatically assigned this category, as well as the ones where an agent changes the category within the Cleverly Widget. 

Although Agents can search for Articles, this assignment process is the best way for agents to see them effortlessly. Therefore, don’t forget to assign Articles to all other categories where you want agents to know about relevant articles that they can send customers directly.