Add FAQ entries to messages

Audience:
person
• 1 minute to read
 • 1 minute to read

When you respond to a customer enquiry, you can save time by inserting a link to an FAQ entry in your reply.

  1. Go to the Message tab, as described under Reply to customer.

  2. Position the mouse pointer in the message where you want to insert the link.

  3. Click the icon Add text button, and select what to insert in the message.

    Tip

    In the Add text pop out, you can preview any of the FAQ items by moving your cursor over the different entries.

  4. Click on the wanted FAQ entry.

  5. A link is inserted at your cursor position. The customer can click it to show the relevant FAQ entry in the customer centre.