Adding Articles to Replies

To add articles to a reply:

1. While working on an activity, launch the Solve portal. For more information about launching the portal, see Using Solve.

2. Perform a search on the portal, use guided help, or navigate the topics to locate the article you need.

3. Once you have located and opened the article that best suits the inquiry, click the Add to Reply button.

4. The article's content is added to the reply pane. Classifications tied to this article are also applied to the activity.

   Also, if the setting Allow classification to be added as text on reply pane for phone type activities is enabled, then any classification associated with the articles added to the call log pane automatically gets added to the call log.

To add articles with rich messages to a reply:

1. While working on a chat activity, launch the Solve portal.
2. Perform a search on the portal to locate the article you need. For example, an article with payment link.

   

3. Once you have located and opened the article that best suits the inquiry, click the Add to Reply button. A Send Rich Message window opens.

   If a rich message article type is not allowed for a chat channel, a message appears on the screen saying "This message is not supported for the channel."

4. In the Send Rich Message window, write an optional message if needed, and click the Send button.

   

5. The content of the article is added to the chat pane.

Related Topics

• Accessing the Knowledge Base

• Using Solve

• Searching for Articles

• Suggest Articles