Will Gates
Articles
Recent activity by Will Gates
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Understanding how Answer Bot works
How does Answer Bot process natural language? Answer Bot is powered by Artificial Intelligence which means that it is able to mimic human behavior. Answer Bot uses natural language processing (NLP)...
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Installing the app
The Knowledge Capture app is installed by default with any Guide plan and Support Team, Professional, or Enterprise. The app enables agents to: Search the Help Center without leaving the ticket In...
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Flagging articles with the app
On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to add feedback to flag existing articles. If a ticket reveals missing or incorrect inf...
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Allowing agents to edit and delete posts
All signed-in users can add posts to community topics. Only Guide managers, and users with moderator rights, can edit and delete posts by default. A Guide manager can allow agents to edit or delet...
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Using the article editor toolbar
The Help Center article editor contains a toolbar you can use to format your knowledge base articles. The article toolbar is not the same as the toolbar that appears in community posts. The follow...
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