Archives: Knowledgebase

Welcome to our Help Center! This manual will guide you through the essentials of using our ticketing system, ensuring you can manage and resolve issues effectively.

Introduction to the Ticketing System

Our ticketing system is specifically designed to streamline the process of handling customer support inquiries, ensuring that all issues are logged, tracked, managed, and resolved efficiently. Each customer interaction is logged as a “ticket,” which can be monitored and updated until it is resolved. 

Creating a Ticket

There are four ways tickets are created on the platform:

1. Bot Interaction: When a customer interacts with your chatbot and the conversation ends (regardless of whether the bot resolves the issue), a new ticket with a “Bot Served” tag is created.
2. Offline Messages: A ticket is automatically generated if a customer leaves a message outside your business working hours or when there’s a high queue volume.
3. Live Agent Chats: A ticket is created when a customer interacts with a live agent. The status can be updated throughout the chat.
4. Manual Ticket Creation: You can manually create a ticket by clicking the “Create Ticket” button in the top right corner of the page.

Creating a ticket is the first step in addressing a customer issue. Here’s how to do it:

3. Managing Tickets

Once a ticket is created, it needs to be managed and tracked through to resolution. Here are the steps to manage your tickets:

1. View Tickets:

• Navigate to the “My Tickets” section to view all your open and resolved tickets.
• View Ticket Info
• View contact details
• View message
• Send Broadcast Message

2. Add Notes: 

•  Add new information by clicking “Add Note”
• Click “Create” to save your changes.

3. Export Tickets:

4. Ticket Statuses Explained

Each ticket has a status that indicates its current stage in the resolution process:

• Bot Served – Customer starts a chat with the bot and doesn’t join the queue by the time the session ends
• Pending – Customer joins the queue
• Unread  – Customer leaves a message out of your work hours
• Open – Agent starts chatting with a customer
• Unresolved – Chat session ends with ‘Will be contacted upon resolution’, ‘No response from customer’, or ‘Others’; System auto-ends a chat because of no response from either party
• Resolved – Chat session ends with ‘Customer Issue was resolved’ or ‘Time Waster’

Conclusion

Our ticketing system is here to ensure your issues are resolved efficiently and effectively. If you have any further questions or need additional assistance, please do not hesitate to reach out to our support team.

Understanding eBanqo’s Dynamic FAQs

Dynamic FAQs is eBanqo’s advanced FAQ Bot powered by cutting-edge generative AI, similar to ChatGPT. It is designed to provide accurate, detailed, and contextual responses to customer inquiries by leveraging multiple data sources. This innovative tool enhances customer support by ensuring queries are answered comprehensively and efficiently.

Getting Started

1. Identify Data Sources: Dynamic FAQs connect with various information repositories to gather content and generate answers. Supported sources include: Website URLs/Webpage: Extract relevant information directly from your organization’s web pages. 

• Full Website: For a Full Website, one can add up to 3 website URLs by clicking:

• “Add Website URL”, enter the details, and click Save.

• Sitemap File: To include a sitemap file, click on “Or click here to upload sitemap file”.

• Single Web Pages: Here you can add up to 10 individual URLs. Use the “Add Single Website URL” option to include specific pages.

2. Documents: Leverages internal documentation like product guides, FAQs, and manuals, i.e. you can add up to 10 documents (.doc, .csv, .pdf, .ppt, .txt, .xlxs). To select a file or drag and drop a file, click on “Select file”

Setting your Dynamic FAQs

1. Select Settings

2. Bot Name: Add your Bot name

3. Instruction: State all of your possible instructions, eg (Please provide responses in 50 words or less, If the response contains steps, list it as numbered steps, You have information for different countries, so be sure to provide the information you have for all the countries when responding, etc)

4. Exclusive Mode: Limit the AI’s responses strictly to the content found in the uploaded URLs and documents.

5. Chat Memory: Enable this to allow the bot to remember previous conversations. Note: Enabling this feature increases the number of tokens used per conversation, which may raise costs.

Note:

Real-Time Updates:

Dynamic FAQs adapt seamlessly to changes in your data environment:

• When information at the source is edited or updated, the bot reflects these changes automatically.
• Adding new data sources enriches the bot’s knowledge, expanding its ability to provide accurate answers.

Additionally, Dynamic FAQs can function as a stand-alone solution or coexist with other FAQs (Knowledgebase & Listed FAQs) depending on your organizational needs.

Dynamic FAQs is a powerful tool for delivering exceptional customer service by combining the capabilities of generative AI with the flexibility to adapt to your organization’s evolving needs. Start leveraging this technology today to elevate your customer support experience!

How to Configure Listed FAQs on eBanqo

Listed FAQ—“A Menu list based,” Listed FAQs bots use a menu option to guide a chatbot user along a predefined path, menu-based chatbots offer the Chat User the ease to choose from several FAQ menu options, Depending on what the user clicks on, the bot provides the defined response to that question.

Step 1: Click on Configurations >>> Knowledge Bases and select “Listed FAQs”.

Step 2: Activate Listed FAQs:

•  Select “Listed FAQs” and toggle the option to activate it.

Step 3: Fill in the Question and Response:

• Enter your question in the “Question” field and the corresponding answer in the “Response” field. Once done, click “Create” to add the FAQ. Repeat the process to add more FAQs to the list.

Step 4: Select FAQs for Display:

• Use the toggle button next to each FAQ to select which ones you want to display to your customers. Note: You can select up to twelve (12) FAQs.

Step 5: Set View Preference:

•  Click on “Set View Preference” to choose your preferred preview style for displaying the FAQs.

Step 6: Choose a View Option:

• You can choose between “Questions on Menu” or “One Button for All FAQs.” The selected option will display a preview on the right side of your screen for easy decision-making. Once satisfied, click “Save Preference” to apply your chosen view.

Step 7: Activate Listed FAQs  

• Click on “Listed FAQs” and toggle the activation switch to enable it.

How to Create Knowledge Base FAQs on eBanqo

Creating a well-structured knowledge base with Frequently Asked Questions (FAQs) on the eBanqo platform is an effective way to provide customers with quick answers and improve customer support efficiency. Follow this step-by-step guide to create FAQs for your Knowledge Base.

Step 1: Navigate to the Knowledge Base Section

From your admin dashboard, locate the “Configuration” tab in the left-side menu.

• Click on “Knowledgebase FAQs”.

Step 2: Create a New Knowledge base

Once in the Knowledge section, click the “Create New Knowledge Base” button at the top right corner of the screen.

A form will appear where you can input the details of your FAQ

Step 3: Fill in the FAQ Details

• Sections: Assign the FAQs to relevant sections (e.g., “General Information,” “Billing,” “Technical Support”). 
• Question: Enter the frequently asked question that you want to address.
• Answer: Provide a clear and concise answer to the question.

Step 4: Save the FAQs

• Once you’ve filled in all the necessary details, click on “Add” to save and create Knowledge Base”  to make the FAQ live.

Step 5: Edit, and Delete 

• To make changes, simply return to the FAQs section, identify the FAQ, and click “Edit Knowledge Base” to modify the content.
• To delete an FAQ, click “Delete Knowledge Base” next to the FAQ you choose to remove.

How to Manage Working Hours 

Managing your working hours on the eBanqo platform is essential, especially when using the live chat feature. It allows your customers to know when you’re available to provide real-time support, ensuring seamless interaction between your support team and customers. Here’s how to configure your working hours:

Step 1: Setting up Working Hours

1. Go to the Configuration tab on the platform.
2. Select Working Hours from the list of configuration options.

Step 2: Setting Up Standard Working Hours

1. To adjust your working days, uncheck any days you won’t be providing services (e.g., Saturday or Sunday).
2. For active days, specify the time range by setting the start and end times during which your team will be available.

Step 3: Configuring Special Working Hours

1.  If you have specific days where your working hours differ (e.g., holidays or special events), you can create a “Special Working Hours Configuration”.
2.  Select the desired date(s) and input the modified time slots when your team will be available. This can be helpful for holidays like Christmas or special business events (e.g., banks extending working hours on Sundays for customer support).

Step 4: Saving Your Configuration

1.   After making the necessary changes, always click “Save Changes” to ensure your new working hours are implemented.
2.   These settings will be reflected in your customer interactions, informing users when your team is available for live chat support.

Creating new users on the eBanqo platform allows you to manage who has access to your business dashboard and assign roles accordingly. Follow the step-by-step guide below to create users for your team.

Step 1: Log in to Your Admin Account

1. Visit eBanqo’s portal and log in using your admin credentials.
2. Once logged in, you will be directed to the dashboard

Step 2: Navigate to the Users Section

1. Click on Configurations in the left-hand menu.
2. Select Users.

Step 3: Create a New User

1. Click on the “Create New User” button.
2. A form will appear where you can enter the details of the new user.

Step 4: Fill in User Details

Fill out the following fields for the new user:

1. Full Name: Enter the user’s first and last name.
2. Email Address: Provide the email address the user will use to log in.
3. Phone Number: Enter the user’s contact phone number.
4. Role: Assign a role to the user. You can choose from pre-defined roles such as admin, Agent, or Supervisor. Each role has different access permissions.

Step 6: Create and Send Credentials

Once you’ve filled out the user information:

1. Click Create User.
2. The system will generate login credentials and automatically send them to the user’s registered email.

Step 7: Confirm User Creation

After successfully creating the user, they will appear in the user list under the Users section.

Notes:

– Ensure the email address is accurate to prevent login issues.

– Assign the right role based on the user’s responsibilities to maintain security and proper access.

– You can always revisit the Users section to deactivate users who no longer need access.

How to Deactivate Users on eBanqo

Deactivating a user on eBanqo is a simple process that ensures inactive or former team members can no longer access your organization’s account. Follow this step-by-step guide to deactivate users on the eBanqo platform.

Step 1: Log in to Your eBanqo account

Step 2: Navigate to the Users Section

1. Once logged in, locate the Configurations icon on the left sidebar menu.
2. Click on Users under the Configurations menu. This will take you to the user administration dashboard, where all users are listed.

Step 3: Find the User You Want to Deactivate

1. In the Users section, search for the user you want to deactivate by scrolling through the list or using the search bar to find them by name or email.
2. Once you locate the user, click on the 3 dotted hamburger menu beside their details.

Step 4: Deactivate the User

1. In the user’s profile, you will see an option to Deactivate the user.
2. Click the Deactivate button to remove their access to the platform.

Step 5: Confirm Deactivation

1. A pop-up window will appear asking you to confirm the deactivation. Confirm by clicking Yes, Deactivate.
2. The user will now be deactivated, and their status will be marked as “Inactive” in the user list.