HELP FILE

What is the Suggested Content section?

You can use the Suggested Content page to turn insights from customers into new answers.

You can find Suggested Content under Knowledge > Suggested Content.

With proper permission, users in your Bold360 ai account can review, edit, and publish suggested content as knowledge base articles.

Articles in this section are not online until published.

How can an agent suggest content?

Agents can propose suggested content from within the Ticketing system when they reply to a ticket.

To do so, when you reply to a ticket, select the Decide later option in the bottom-right corner.

Selecting this option will add the agent's answer as a suggested content under Knowledge > Suggested Content.

How can a Bold360 agent suggest new content?

When you integrate Bold360 and Bold360 ai, your agents can suggest their replies to customers as new articles from the Bold360 Agent Workspace. The chatbot in Bold360 is called Smart Advisor. For more information, see the Bold360 Help Center.