The Ideal Combination of Chat with Helpcenter!

Here's the idea:

- The company's helpdesk employees should be able to add 'hidden' keywords to each Helpcenter Article. For example an article on how 'webshop returns' work can have 'return' or 'cancel' as keywords.

- Whenever a customer, in a live chat, uses one of these keywords (or a variant on it), then the corresponding Helpcenter articles should automatically be suggested. The customer can then click on each to see if it answers their question.

It will save a lot of time from human help desk employees because many questions will be auto-answered and solved. And customers will be directed much better to the correct help center article.

4replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Thanks Jonathan! Sounds like a cool feature! I am keeping track of this post and will let you know if there's any news worth mentioning. 

    Like 1
      • Jonathan
      • Jonathan
      • 1 yr ago
      • 1
      • Reported - view

      Tamara Berner Cool. Really hope it can be implemented soon!

      Like 1
  • Hello Tamara or Trengo people, any news on this? Would be REALLY welcome and a huge UP for the helpcenter!!

    Like 1
    • Jonathan At this moment we do not have a scheduled time line for this. Will keep you posted once I know more. 

      Like
Like7 Follow
  • 7 Likes
  • 5 mths agoLast active
  • 4Replies
  • 34Views
  • 4 Following