This product was discontinued on July 1st 2012, however all existing customers will continue to receive support as per their maintenance agreement. Learn more.

Active Response

Reduce online enquiries with automatic answers to common questions.

Turn Your Contact Form Into a Self-Serve Support System

Turn Your Contact Form Into a Self-Serve Support System

By "connecting" any contact form on your web site or intranet (or the built-in contact form) with your knowledge base, your users can get instant answers to questions that they would normally send you via email. The Active Response system acts as a middle man between you and your users, and reduces the number of emails that are sent through any contact form on your web site.

Here's how it works:

  1. Someone wants to ask a question, so they fill out the contact form on your web site, or the contact form which is built-into your knowledge base.
  2. Using our proprietary smart query technology, articles in your knowledgebase that match the question are found, and are displayed on the page without refreshing (using AJAX XML retrieval). At this point the user can read the answers to see if they answer his/her question.

    Suggested Answers
  3. If their question still isn't answered, they can click Send Message to send an email to you containing their question or comment. If enabled, this question will also be saved in your control panel as a pending article, which you can publish to your knowledge base with one click.


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