Can you Tag Articles so that they are NOT shown as Suggestions for Email Responses?
Would you please elaborate on your request? I am trying to understand where the suggestions are showing up. In the search results? As Bookmarked Articles? When using AssistGPT? Please give more information. Thanks!
Thank you for your answer.
If we want to reply a customer with the Knowledge information we have authored and already published using the add article button, is there a way to avoid pulling all the information in the article (cause we do not want to share internal policies with our customers)?
If you want to avoid the whole article from being seen, you can create a new portal with only the articles you want seen by the agents, or you can create Profiles with Personalization Tags to “filter” some of the articles.
If you want to add only part of an article to the email reply, you can use Personalization to create a “Customer View” of an article that is available to the Agent. When they are looking at that view and click the Add to Reply button, only the content in that view will be added to the email reply. This allows the Agent see the Agent View with all the information, but then click the Customer View to Add to Reply. If you need information on how to do this, you can check the Help Documentation at help.egain.com or ask your CSM for some additional training or Professional Services/Managed Services work.
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