Create New FAQ Knowledge
The FAQ Knowledge feature makes it easy for you to create a knowledge base that you can create manually or through file uploads.
Create Manual Knowledge
In the upper right corner, click the '+New Knowledge' button. Then, the system will direct you to page of new FAQ Knowledge, such images below.
Component Explanation:
| Name | Description |
|---|---|
Knowledge title | Title of knowledge that you are currently create on. |
Knowledge question | Frequently asked questions (FAQs) about a product, service, or other topic. |
Answer set | A list of answers that will be added as an answer pattern. Here you can sort answers or delete answers. |
User answer | If you’re going to add the bot answer using text, you can enter a text message here. |
Attach your text | Button to attach text that you have entered in the user answer field. |
Attach digital asset | Button to attach digital asset on the digital library. Digital Library is a module that can make your Bot conversations more varied than standard text messages by adding cards, options, images, document, audio and video with text in one message. |
Attach survey | This button allows the customer to choose an answer or response to the message sent. For example, you can use this feature to make sure if a customer wants to cancel a complaint or to find out how satisfied the customer is with your service. Component explanation : 1. Message : Question message that will be sent in survey. 2. Like Label : ‘Like’ label for answer from question survey. 3. Dislike Label : ‘Dislike’ label for answer from question survey. |
Attach quick reply | Quick replies provide a way to show a set of buttons in a conversation. When a quick reply is tapped, the buttons are dismissed, and the title of the tapped button is posted to the conversation as a message. Component explanation : 1. Message: Text message that will be sent with the quick reply button 2. Title: The text to display on the quick reply button. 3. Payload: Custom data that will trigger sending a message. |
Type in the question of knowledge. Then, the system will automatically map words into primary and secondary terms. Click 'Plus' to add the question pattern.
Write your answer in the "user answer" field. You can add emoji in text messages, or to make your Bot conversations more varied than standard text messages, you can attach digital assets, surveys, or quick replies.
You can add many questions and answers to knowledge but the bot's responses will be random.
When the FAQ Knowledge pattern is ready, at the bottom, click the 'Save Knowledge' button.
Then, you will see a pop-up of knowledge setting such images below. Enter module name and click the 'save' button.
Component Explanation:
| Name | Description |
|---|---|
Language | To choose language to be use. |
Module | To save knowledge on an existing module or to save knowledge in a new module. |
Context | To limiting FAQ (Only user with the same context can access) |
Effective | To set effective date of the knowledge used. |
Expire | To set expire date of the knowledge used. |
If the knowledge has been saved, you will see a successful notification as shown below. To make sure FAQ knowledge is successfully added, you can search the FAQ knowledge based on question or title.
Use File Upload
This feature makes it simple to add multiple knowledge at once through file uploads. First, you need to download the template file, you can download the file in the upper left corner. This template that you will use to enter knowledge information, to upload in the 3Dolphins application.
Open the downloaded knowledge template file. Then, enter the knowledge information required like module, title, question, context, language, answer, etc.
Component explanation :
Component | Description |
Module | To save knowledge on an existing module or to save knowledge in a new module. |
Title | Title of knowledge that you are currently create on. |
Question | Frequently asked questions (FAQs) about a product, service, or other topic. |
Context | To limiting FAQ (Only user with the same context can access) |
Language | To choose language to be use. |
Period Start | To set period start of the knowledge used. Format : dd/mm/yyyy hh:mm:ss |
Period End | To set period end of the knowledge used. Format : dd/mm/yyyy hh:mm:ss |
Answer | Answer Set that will be raised by the Bot from questions given by customers. Note: If you want to have the answer text format with line breaks but still in 1 bubble message, you can use "\n" (backslash + n). |
If the file is already, click the 'Upload' button to upload the file, then you will see a pop-up to upload knowledge and click 'Choose' button. Then, you will be directed to find files in local storage. Select the file and click the 'Open' button.
If the template knowledge is successfully uploaded, you will see a successful notification. To make sure FAQ knowledge is successfully uploaded, you can search the FAQ knowledge based on question or title.
To implement the knowledge you have created into the bot, attach the FAQ to the bot by going to the Bot Manager page, then selecting the bot and clicking the 'FAQ' button. After that, find the knowledge module you have created and click on the 'Attach' button.
Examples of bot conversations with customers, according to the knowledge that has been added.
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