Step 5: Create your Content Library articles

Create a real-time knowledge bank for easy access to answers to commonly asked questions

Access your Content Library via Settings > Organizations > Content Library

 

1. Push message to the Back Channel: decide the trigger you would like to push the article as a prompt in the messaging area. Read all about it in this article.

2. Title of the article: give your article a short but clear title so that agents can easily find it.

3. Text formatting: add bold, italics, or underlined text. You can also use bullet points in your article or add a link to a specific word thanks to the text formatting option. Remember: Agents have to be able to find relevant information 'in the blink of an eye'. 

4. Type your article: in this area you can add your article with a maximum of 1,000 characters.

5. Expiration: your article will expire in 3, 6 or 9 months, depending on your choice. You can also use 'custom' to add a specific date when the article should expire. If no other preference, we always suggest using a 6-months expiration period. After that, the article will be offered to you for review and will not be returned in agent searches.

6. Add article: once you've added a push message, title and added content, you can add the article to the Content Library by clicking on 'add article'.

Creating an article with a file

It's also possible to add a PDF instead of an article with text only.

Access that section via the Content Library link in the navigation bar. Then go to Files.

Click on the '+' to add the file.

1. Upload the file by clicking on Try dropping a PDF here, or dragging and dropping the file into it.
2. Title of the article: give your article a short but clear title so that agents can easily find it.
3. Decide when the file needs to be reviewed again. If no other preference, we always suggest using a 6-month expiration period.
4. Add a date for the file to be reviewed
5. Click on the button to add the file.

   ➡ Next step - Adding Locations and Departments