CoPilot Console

Knowledge Base Overview

The Knowledge Base is where all your organization’s knowledge lives. Here you are able to add and organize information, manage permissions for who can view which information, and manage which informa…

Lordell
Updated 3 weeks ago by Lordell

Responding to Feedback

When users interact with Capacity , they have the option to leave feedback by giving a thumbs-up if the answer was helpful, or thumbs-down if the answer was not helpful and/or needs improvement. Answ…

Lordell
Updated 2 weeks ago by Lordell

Responding to Inbound Inquiries

When Capacity receives an inquiry it isn’t able to answer, that inquiry is routed to your Helpdesk as an Inbound. CoPilots can connect the inquiry to an existing exchange , dismiss the inquiry, or cr…

Lordell
Updated 2 weeks ago by Lordell

Exchanges

An Exchange is just like any other conversation. Exchanges are made up of inquiries and their responses. Inquiry - An inbound question from a user. Inquiries are essentially prompts that, when trigge…

Lordell
Updated 1 month ago by Lordell

Maintaining the Knowledge Base Library

The Knowledge Library houses all your organization’s information and is located in the Knowledge Base. CoPilots have the support of the Capacity Global CoPilot team to help ensure the information in…

Lordell
Updated 1 month ago by Lordell

Helpdesk Overview

The Helpdesk hosts all user communication, including inbound inquiries and user feedback—all in one location. To navigate to the Helpdesk, click the Inbox icon located in the upper left-hand corner o…

Lordell
Updated 4 weeks ago by Lordell

CoPilot Console Overview

The CoPilot Console is your organization’s knowledge sharing headquarters, where CoPilots handle everything from responding to inbound inquiries and feedback, to managing knowledge and groups, and mo…

Lordell
Updated 1 month ago by Lordell

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