Overview: Content workspace (Edify Console)
This article provides an overview of the content workspace in Edify Console.
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In Edify Console, the Content workspace under the CX menu is where you create content that supports your queue users when engaging with customers and working to resolve issues.
For example, you can create a knowledge base article that includes FAQs about a new product that gives the agent quick access to the answers that customers need. Or, if you manage email interactions through Edify, you can create a template for agents to use that includes a standardized response to common customer issues.
In either case, this workspace is where you create content that the queue user can access while engaged in a live interaction with a customer. Once you have created content, it can be modified but it cannot be deleted from the system.
The type of content that you can create in this workspace includes: Knowledge Articles, Email Templates, and Messaging Templates.
Additionally, all content types can be configured to include tags. Configuring content to include tags signals the system to send relevant content to an agent when a specific interaction enters a queue. This removes the need for queue users to manually search for such information in the Knowledge Base. Instead, the related content auto-populates within the Knowledge tab.