Articles

Articles

What are Articles?

  1. Articles are a collection of self-service materials that you draft inside your SalesIQ dashboard and share with customers on the chat window during a conversation.
  2. These articles will also be available for access inside the live chat window in the 'Help' tab. You can categorize the articles and help visitors find answers to their questions. Customers can click on the category and choose a topic from the list, which further eases the difficulty of browsing through all the articles in search of one.
  3. The Articles module in SalesIQ is now integrated with Zoho Writer to enhance writing experience. This will allow you to use a wide range of rich formatting tools to write and edit your articles. 

How to add a new article?

To add a new article,
  1. Inside the SalesIQ dashboard, navigate to Resources > Articles.
  2. Click on Add

  1. Give your article a title and click Save.

  1. The new editor powered by Zoho Writer will open and you can start drafting your article. 

Roles and Permissions:

Operator Type
Roles/Permissions
Administrator
Can create and edit articles associated to all departments
Supervisor
Can create and edit articles in the departments they are associated to
Associate
Can only view articles in the departments they are associated to

Article Settings:

  1. Once your article is drafted completely, you can configure the settings for each article by clicking on the settings icon on the top right corner of the editor.
  2. You can set the type of the article - Internal or External
    1. Internal - When the type of the articles is set to Internal, the articles will be available internally only to the operators. The bot shows articles suggestions to operators inside their console and operators can share these articles, if necessary.
    2. External - When the article type is set to External, articles can be directly shared by the bot during a conversation with the visitor.
  3. Then, you can choose the department you want to associate the article to. Operators can view and choose a department only from the list of departments they are associated to.

  1. Choose a category for the article. You can choose one from the existing list or create a new one by clicking on Manage.

  1. You can rearrange the order of the categories by clicking on Manage and then using drag and drop and the articles will be displayed in the same order that you define here. 
  2. You can also search for a category in the search bar.
  3. There are two ways of adding new categories:
    1. You can click on Manage and then on Add Category and add a new one.

  1. Or you if you don't find a category when you search, you can directly add it to the list by clicking on Add.

  1. Then you can choose the platforms on which you want to display the articles - WebiOS and Android.

  1. Once all of the settings are configured, click Save.
  2. Finally, you can either choose to save the article as a draft or publish it directly on the website.
    1. If you are still in the process of updating your content and don’t want to display it to customers yet, then use Save option.
    2. If you want to make the article available to visitors on the chat window, then you can directly click on Publish.



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