It is the same setup as Knowledge Surfacing, but if you don't have the Agent Assist license or the Vouce beta, users can only manually seach.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 09-21-2023 18:28
From: Anton Vroon
Subject: Canned Response Bulk Upload
@Robert Wakefield-Carl How do you enable manual knowledge searching for the agent, without enabling the automatic surfacing with AI?
------------------------------
Anton Vroon
Original Message:
Sent: 09-18-2023 20:30
From: Robert Wakefield-Carl
Subject: Canned Response Bulk Upload
The knowledge articles can give you similar, single-click answers and will allow you to create articles in bulk. Knowledge searching does not cost any extra, just surfacing with the AI.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 09-18-2023 15:09
From: Josh Steinkamp
Subject: Canned Response Bulk Upload
Thank you Robert. I wasn't finding anything either. What we are looking to do is within a sms/chat session give our agent several 1-click canned response options to quickly answer common questions so that they do not need to type out a response. That was our thought process for the canned responses. We weren't really doing a knowledge search and I don't think Knowledge Articles or Agent Assist would help us in this use case.
------------------------------
Josh Steinkamp
CHRISTIAN BROADCASTING NETWORK
Original Message:
Sent: 09-16-2023 15:07
From: Robert Wakefield-Carl
Subject: Canned Response Bulk Upload
Not that I can see. You might try using Knowledge Articles and Agent Assist for knowledge searching instead of canned responses. You can upload that manually or through the API.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 09-15-2023 10:32
From: Josh Steinkamp
Subject: Canned Response Bulk Upload
Is there a way to import/bulk upload canned responses? And potentially add them to a library?
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#PlatformAdministration
#SystemAdministration
------------------------------
Josh Steinkamp
CHRISTIAN BROADCASTING NETWORK
------------------------------