How to add responses to common customer questions
This article outlines how to create responses to common questions asked by the customer or prospect. This features gives your team the information they need to answer questions at any point during a call.
Note: Only admins and managers can manage customer question responses.
Create a new customer question
First, navigate to Scripts > Customer Questions
After navigating to the Customer Questions page, click New to create a new customer question.
Complete the details for the new customer question. Below are the descriptions for each part of a customer question.
Name: A human readable identifier that is displayed during the call and in reporting of the completed call.
Content: The information that your team members will need to answer the customer's question successfully. The Markdown formatting language is supported in this field so that you can format the information in a meaningful way.
Script Assignment: The scripts that the customer question will be used with.
To learn how to use the Markdown formatting language, click here.
Once you’ve completed the customer question details, select the Create button.