3Dolphins
5.2 EN
5.2 EN
  • Get Started
  • Pre-Requisite
  • FAQ User
    • User Management
      • What should I do if the user still has an active session?
      • What should I do if the user is locked?
    • Ticket Management
      • What should I do if the customer ticket cannot enter the assigned tab?
    • Bot Settings
      • What should I do if the bot doesn’t respond?
      • What should I do if the bot doesn’t respond as expected?
    • Data Settings
      • Which App Server, Web Server, and Database are used by Chatbot 3Dolphins SRM?
      • When Chatbot is running on Linux. What process does UP / RUNNING signify that the app is running?
      • If the process experiences an abnormal stop (fall) and cannot be increased again in the normal way.
      • How to monitor 3rd party service?
      • On performance monitoring. Can it be monitored and does it have a dashboard?
      • What needs to be backup?
      • How do backup Solr? Is there a menu from apps to do backups?
      • What Backup cycle is used? Full or incremental?
      • What data is stored on the server?
      • Housekeeping data procedures and technical guidelines. Is there a menu from Apps?
      • How to convert milliseconds API fields to Apache Solr Date format using Microsoft Excel
  • Task Management
    • Task Management
      • Task Feature
      • Create Task
      • Edit Task
      • Detail Task Feature
  • Administration
    • User Privilege
      • User Role and Permission Level
      • Grant and Revoke Module Access
      • Create New Privilege
      • Remove Privilege
    • User Management
      • Group
      • Line of Business
      • User
      • Blocked
      • Active
      • Upload
      • Dual Control
      • Team Collaboration Chat
    • System Setting
      • Ticket Configuration
        • Number of Ticket History
        • Reply Signature
        • Enable Watermark on Attachment
        • Operator Allow Ticket Redistribute
        • Pop-Up Chat On Idle
        • Severity Required Before Closed
        • Auto Send Feedback
        • Claim Ticket Count
        • Enable Reopen Ticket
        • Enable Block Contact
        • Group Ticket Distribution
        • Traffic Minimal Turn
        • Last Agent Saved in Memory
        • Default Transfer Type
        • Default Sorting Mode
        • Enable Batch Close Ticket
        • Webchat Queue All Channel
        • Word Sensor on Live Agent Message
        • Ticket Claim Mode
        • Auto Greeting
        • Ask Feedback Message
        • Image URL Link and Font Color for Feedback Link
        • Feedback Appreciate Message
        • Number of Live Chat History
        • Walk in SLA Time (in Second)
        • Closure Types
      • User Configuration
      • Bot Configuration
      • Contact Configuration
      • Lead Configuration
      • Deal Configuration
      • Company Configuration
      • Custom Submenu Configuration
    • Data Settings
      • Create New Collection
        • Add Fields in Collection
        • Purge Data Collection
      • Remove Collection
      • Archive Collection
    • Public Holiday
      • Create New Holiday
      • Edit an Existing Public Holiday
      • Delete an Existing Public Holiday
    • Co-Browsing
      • Add Co-Browsing Menu
      • How to Use Co-Browsing
  • Integration
    • Channel Connector
      • Telegram Bot
        • Create Telegram Bot
        • Create New Telegram Bot Channel
        • Create New Rule
        • Attach Bot
        • Start Chat
      • Email Inbox
        • Create New Channel Email Inbox
        • How to Setup Outlook Email
        • Gmail Settings
        • Yahoo Settings
        • Create New Rule
        • Reply Email
        • Forward Email
      • Live Chat
        • Create New Live Chat Channel
        • How to Connect Client to Live Chat Channel
        • Create New Rule
        • Live Chat Message
        • Live Chat Capabilities
        • Include Livechat to your Website / Mobile (Webview)
          • Website
          • Mobile (Android Webview)
          • Mobile (IOS Webview)
        • Live Chat SDK React Native
        • Live Chat SDK Kotlin
        • Live Chat SDK Swift
      • Telegram Account
        • Create a New Telegram Account
        • Create a New Channel of Telegram Account
        • Create New Rule
        • Attach Bot
      • Twitter
        • Create Twitter Account
        • Twitter Developers
        • Create New Twitter Channel
        • Create New Rule
        • Result of Create New Twitter Channel
        • Best Practice Twitter
          • Customer
          • Agent (Operator) or Supervisor
      • Facebook
        • Facebook Developers
        • Verify Your Business
        • How to Create Facebook App
          • Change Additional Information About the App
          • How to Add Facebook Login Platform to Your Facebook App
          • Permission And Feature
        • Create New Page on Facebook
        • Create New Facebook Channel
        • How to Add Messenger Platform to Your Facebook App
        • How to Add Webhooks Platform to Your Facebook App
        • Create New Rule
        • Mechanism for using BOT in Facebook Messenger
        • How to Add an Email from My Facebook Account
        • Best Practice Facebook
          • BOT
          • Customer
          • Agent (Operator) and Supervisor
        • Facebook Gateway
      • WhatsApp Business API
        • How to Set Up Whatsapp Business API
        • Create New Whatsapp Channel
        • Create New Rule
        • Result Create New Whatsapp Business Channel
      • Instagram Bussiness
        • Facebook Developers
        • Verify Your Business
        • How to Create Facebook App
          • Change Additional Information About the App
          • How to Add Facebook Login Platform to Your Facebook App
          • Permission And Feature
        • Create New Page on Facebook
        • Create New Instagram Business Account
        • Create New Instagram Business Channel
        • How to Add Webhooks Platform to Your Facebook App
        • How to Add Instagram Platform to Your Facebook App
        • Create New Rule
        • Result of Create New Instagram Business Channel
        • Best Practice Instagram
        • Instagram Gateway
      • Line Account
        • Create New Line Official Account
        • Create Line Developer
        • Create New Line Account Channel
        • Create New Rule
        • Attach Bot
        • Result of Create New Line Account Channel
      • Skype
        • Create Bot With Microsoft Bot Framework and Microsoft Azure
        • Create New Skype Channel
        • Create New Skype Account
        • Create New Rule
        • Result of Create New Skype Channel
      • App Follow
        • Create a New Channel of App Follow
        • Create New Rule
        • How to Create Ticket on App Follow
      • YouTube
        • Create New Channel on YouTube
        • How to Create YouTube API Credentials
        • Create New Channel of YouTube
        • Create New Rule
        • Result Create New Youtube Channel
      • Smartcall
        • Create New Channel Smartcall
        • Add Telephony Credentials
        • Create New Rule
        • Result of Create New Smartcall Channel
      • Webex
        • Create Webex Account
        • Create New Webex Bot
        • Create New Webex Channel
        • Create New Rule
        • Attach Bot
        • Result of Create New Webex Channel
    • Live Chat Designer
      • New Design
        • Style
        • Live Chat Connection
        • On Boarding Form
        • Livechat Label
        • Messaging Setting
        • Display Settings
        • Widget Settings
        • Member Mode
        • Queue
        • Error Message
        • Voice and Speech
        • Campaign
        • Service Hour
        • On Boarding Email Form
        • Input Validation
        • Generate Script
      • View Script Widget
      • Edit Widget
      • Remove Widget
    • Third-Party Integration
  • Employee
    • Operator Shift
      • Add New Shift
      • Edit Shift
      • Assign Operator Shift
      • Operator Shift Change Availability
      • Delete Shift
    • Shift Mapping
      • Upload Agent’s Attendance
      • Edit an Existing Shift
      • Delete Shift
      • Filter Shift
    • Operator Target
      • Add Multiple Target
      • Add Operators Target (Independent Target)
    • Group KPI
      • Create New Group KPI
      • Add New Group KPI
        • Edit Group KPI
        • Filter Group KPI
        • Delete Group KPI
      • Filter and Search Group KPI Module
    • Announcement
      • Create New Announcement
      • Edit Announcement
      • Remove Announcements
  • Marketing
    • Public Post
      • Create New Public Post
        • Upload File
        • Schedule, Post, and Draft
      • Filter and Search Public Post
    • Notification
      • Create Notification
        • Account & Recipients
        • Message
        • Send or Schedule
      • Filter and Search Notification
      • Edit and Delete Notification
      • Quality Rating Notification
    • Template
      • Request Template
        • Authentication Template
          • Code delivery
          • Message Content
        • Marketing & Utility Template
          • Header Template
          • Body Template
          • Footer Template
          • Buttons Template
      • Filter and Search Template
      • Delete Template
    • Audience
      • Create New Audience
      • Edit and Delete Existing Audience
      • Import Audience
      • Create New Audience Group
      • Edit and Delete Existing Audience Group
      • Search Feature
      • WhatsApp Validation
    • Maker Checker
      • Public Post Maker
      • Public Post Checker
      • Notification Maker
      • Notification Checker
  • Sales Activity
    • Lead
      • Create New Lead
      • Import Lead
      • Detail Lead
        • Contact Info
        • Company Info
        • Transfer Lead Ownership
        • Note
        • Task
      • Filter and Search Lead
      • Lead Automation
        • Automation Component
        • Create Automation
        • Duplicate and Delete Automation
      • Convert Lead to Deal or Archive Lead
      • Unarchive Lead
      • Delete Lead
    • Deal
      • Create New Deal
      • Detail Deal
        • Add Product on Deal
        • Contact Info
        • Company Info
        • Transfer Deal Ownership
        • Note
        • Task
        • Add On-Site Visit
        • Add Expenses
      • Transfer Deal to Another Pipeline
      • Pipeline
        • Add New Pipeline
        • Edit Pipeline
        • Delete Pipeline
      • Filter, Sort, and Search Deal
      • Advanced Setting
      • Closed Deal to Won or Lost Deal
      • Delete Deal
    • Contact
      • Create New Contact
      • Detail Contact
        • Switch and Unlink Companies
        • Add Deal
        • Set Contact as VIP
        • Block and Unblock Contact
        • Merge Contact
        • Note
        • Task
      • Delete Contact
    • Company
      • Create New Company
      • Detail Company
      • Search Company and Configuration Table
      • Delete Company
    • Product
      • Create New Product
      • Detail Product
        • Open Deals
        • Stock and Restock Product
        • Transfer Product Ownership
        • Note
        • Filter and Search Product
      • Configuration Table
      • Delete Product
  • Customer Service
    • Introduction
    • Customer Support
      • Monitoring Dashboard Agent
      • Monitoring Dashboard Supervisor
      • Search in Dashboard
      • Change Status Agent
      • Reply Ticket
      • Send File or Attachment
        • Send File
        • Send Library
        • Send Form
        • Chat History
        • Send FAQ
        • Video Conference Call
      • Watermark
      • Ticket Activity
        • Add Customer Case
        • Add Task based on Ticket
        • Customer Identify
      • Ticket Priority
      • Ticket Notification
      • Filter Ticket
      • Team Member
      • Escalated Ticket
      • Transferred Ticket
      • Reassign Ticket
      • Takeover Ticket
      • Closed Ticket
      • Share Ticket Link
      • View Chat History
      • Merge and Unmerge Ticket
      • Merge Contact
      • Merge Contact Suggestion
      • Blocked Ticket
      • Reopen Ticket
      • Canned Message
      • How to Find FAQ
      • How to Export Ticket
      • How to Create Outbound Email
      • How to Create Offline Ticket
      • View Assignment Rule
      • How to Make Outbound Whatsapp Message
    • Customer Contact
      • Create New Contact
      • Download Contact
      • Edit Contact
      • Case Timeline
      • Ticket History
      • Merge Contact
      • Merge Contact Suggestion
      • Send Email Message
      • Blocked Contact
      • Remove Contact
    • Ticket Automation
      • Automation Component
      • Tag, Severity, Priority and Process Flow
      • On Idle Trigger Ticket
      • Auto Greeting with Time Based Response
      • Bypass Ticket Distribution for High Profile Customer
    • Agent Automation
      • Create New Agent Automation
      • Automation Component
      • On Aux Changes Trigger Agent
      • On Agent Idle Trigger
    • Unit Management
      • Create New Unit
      • Unit Transfer Ticket
      • Edit Existing Unit
      • Delete Existing Unit
    • Rule Management
      • Add New Rule
        • Add Team Members
        • Add Rule Criteria
      • Configuration Rule
        • SLA Settings
        • Assignment
        • Service Hour
      • Clone Rule
      • Remove Rule
      • Filter Rule
      • Reload Rule
      • Traffic Distribution
        • Set Ratio Rule
        • Traffic Wallboard
      • Max Assignment
    • Form Management
      • Form Records
        • Filter Form Records
        • Download Form Records
      • Form Builder
        • Create New Form Builder
          • Settings
          • Generate Link
        • Edit Form Builder
        • Remove Form Builder
    • Paragraph Classifier
      • Add New Classifier Module
      • Add Classifier
      • Classifier Setting
      • Add Tags to Chat Tickets
      • Add Tags to Customer Contact
      • Edit Classifier
      • Remove Classifier
    • Email Template
      • New Email Template
      • Edit Email Template
      • Remove Email Template
      • Email Signature
      • Auto-Reply
    • Auxiliary Mapping
      • Create New Agent Status
      • Edit an Existing Agent Status
      • Remove Agent Status
    • Teaser Management
      • Create New Teaser
      • Active and Inactive Teaser
      • Preview Teaser
      • Edit Teaser
      • Delete Teaser
      • Search Teaser
  • Quality Assurance
    • Performance Rating
      • Add Appraisal Report
      • Upload Appraisal Report
      • Transfer Appraisal Report
      • Change Appraisal Report
      • Filter Ticket
    • Customer Feedback
    • Feedback Template
      • Create New Feedback Question
        • Agent Rating Survey
        • NPS Survey
      • Attach Feedback Template
      • Activate and Deactivate Feedback Template
      • Edit Feedback Template
      • Delete Feedback Template
    • Rating Criteria
      • Add New Template Criteria
      • Add Criteria
      • Active and Inactive Template
      • Duplicate Template Criteria
      • Delete Template Criteria
  • Bot Settings
    • Bot Manager
      • Create New Bot
        • Attach Dialog
        • Attach FAQ
        • Channel Deployment
        • Timeout Message
        • Unrecognized Setting
        • Fallback Message
        • 3Dolphins Think Integration
        • Bot Option Configuration
        • Bot Assistant
        • Bot Contextual
        • Bot Language
      • Bot Profile Settings
      • General Synonym
      • Evaluate BOT
        • Create Validation Script
        • Validate the Script
        • Upload Script Validation
      • Automatic Detection Language
    • Process Flows
      • Component of Workflow
        • Webhook
        • Execute Command
        • HTTP Request
        • MVEL Function
        • Execute Workflow
        • Timer Interval
        • Send Message
        • Send Email
        • Show Growl
        • Connector Setting
      • Integration
      • List of Workflow
      • Edit Workflow
        • Merge Request Workflow
      • Remove Workflow
      • Workflow Log
    • Dialog Flows
      • Create New Dialog
        • Intention and Entity
        • Prompt Response
          • New Line & InLine
          • Quick Reply
          • Media
          • Catalog
          • WhatsApp Flows
        • Integration
        • Configuration
        • Build Dialog Model
        • Test the Dialog on Bot Emulator
      • Export Dialog Flows
      • Search and Filter Dialog
      • Switch Dialog
      • Bot Macro Commands
    • FAQ Knowledge
      • Create New FAQ Knowledge
      • Upload FAQ Knowledge
      • Export FAQ Knowledge
      • FAQ Knowledge Contextual
      • Edit Knowledge
      • Clone Knowledge
      • Remove Knowledge
      • Search Knowledge
      • Filter Knowledge
      • Macro Knowledge
    • FAQ Suggestion
      • Mechanism of Using FAQ Suggestion
    • Digital Library
      • Create New Digital Library
        • Send Card
        • Send Option
        • Send Image
        • Send Document
        • Send Video
        • Send Audio
      • Edit Digital Library
      • Remove Digital Library
    • Page Builder
      • Add New Page
        • New Page Feature
      • Edit Page Builder
      • Generate Link Page
      • Download Raw Data of Pages as JSON Format
      • Remove Page Builder
    • Payment Library
      • Add New Payment
      • Edit Payment Library
      • Delete Payment Library
    • Think Paragraph
      • Add Document (Article)
      • Edit Document (Article)
      • Ask Question Article
      • Delete Document (Article)
      • Think Paragraph Configuration
    • Maker Checker
      • Process Flow Maker
      • Process Flow Checker
  • Analytic
    • Live Agent
      • Conversation History
        • Filter Conversation History
        • Download Conversation History
      • Appraisal Report
        • Filter Appraisal Report
        • Download Appraisal Report
      • Channel Interaction
        • Filter Channel Interaction
        • Download Channel Interaction
      • Channel Group SLA
        • Filter Channel Group SLA
        • Download Channel Group SLA
      • Live Agent SLA
        • Filter Live Agent SLA
        • Download Live Agent SLA
      • Live Agent Performance
        • Filter Live Agent Performance
        • Download Live Agent Performance
      • Live Agent Productivity
        • Filter Live Agent Productivity
        • Download Live Agent Productivity
      • Live Agent Rating
        • Filter Live Agent Rating
        • Download Live Agent Rating
      • Customer Rating
        • Filter Customer Rating
        • Download Customer Rating
      • Visitors Volume
        • Filter Visitors Volume
        • Download Visitors Volume
      • Bot Visitor Volume
        • Filter Bot Visitor Volume
        • Download Bot Visitor Volume
      • Conversation Audit
        • Filter Conversation Audit
        • Download Conversation Audit
      • User Access Audit
        • Filter User Access Audit
        • Download User Access Audit
      • User AUX Audit
        • Filter User AUX Audit
        • Download User AUX Audit
      • Net Promotor Score
        • Filter Net Promotor Score
        • Download Net Promotor Score
      • Analytic Setting
      • Create New Service Analytic
    • Virtual Agent
      • Bot Overview
        • Intent Data
        • Intent Score
        • Download All Intents
        • Filter Bot Overview
      • Bot Engagement
        • Download Bot Engagement
        • Filter Bot Engagement
      • Business Service
        • Filter Business Service
      • Intents Fallback
        • Download Intents Fallback
        • Filter Intents Fallback
      • User Transaction
        • Filter User Transaction
      • Bot Satisfaction
        • Download Bot Satisfaction
    • Employee
      • Operator Target
        • Filter Operator Target
        • Download Operator Target
      • Group KPI Report
        • Filter Group KPI Report
        • Download Group KPI Report
      • Attendance Report
        • Filter Attendance Report
        • Download Attendance Report
      • Task Report
        • Filter Task Report
        • Download Task Report
    • Sales
      • Deal Progress
        • Filter Deal Progress
        • Download Deal Progress
      • Deal Conversion
        • Filter Deal Conversion
        • Download Deal Conversion
      • Deal Overdue
        • Filter Deal Overdue
        • Download Deal Overdue
      • Deal Won
        • Filter Deal Won
        • Download Deal Won
      • Deal Lost
        • Filter Deal Lost
        • Download Deal Lost
    • WhatsApp
      • Filter Whatsapp Usage
      • Download Whatsapp Usage
    • Wallboard
      • Wallboard Channel
      • Wallboard Agent
      • Wallboard Classifier
      • Wallboard Configuration
  • API
    • Service API
      • Ping API
      • Get Token
      • Auxiliary Mapping
      • Channel Connector API
      • Support Chart API
      • Contact API
      • File Upload Service
      • Form API
      • Location API
      • Marketing API
        • WhatsApp Broadcast
        • Line Broadcast
      • Profile API
      • Push Notification API
      • Report API
      • Ticket File Media API
      • Operator API
      • Ticket API
      • Supervisor API
      • Users API
      • Email Outbound API
      • Task API
    • Bot API
      • Get Token
      • Get Bot Response
      • Get Bot by Bot Id and Get list of Bots
      • Get Bot Deployment Channel by Bot Id
      • Get Bot FAQ Modules by Bot Id
      • Get Bot Dialogs by Bot Id
      • Post Bot Responses by Bot Id and User Message
      • NLP API
      • Think Paragraph API
    • Sales API
      • Get Token
      • Company API
      • Product API
      • Pipeline API
      • Deal API
      • Notes API
      • Lead API
  • SLA Guidelines
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  1. Bot Settings
  2. FAQ Knowledge

Create New FAQ Knowledge

PreviousFAQ KnowledgeNextUpload FAQ Knowledge

Last updated 2 months ago

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When you want to create FAQ Knowledge, you can add knowledge directly through the system. With this feature, you can structure the basic knowledge that the bot will use to answer customer questions more systematically.

To create knowledge, click the "+New Knowledge" button located in the top right corner. After that, the system will direct you to the New FAQ Knowledge page, such images below.

Component Explanation:

Name
Description

Knowledge title

This the title of the knowledge you are currently working on.

Question Pattern

To define the question pattern that will be asked by customers. In this Question Pattern, there are two parts namely User Message and Key Previous.

User Message

To add example questions that might be sent by customers.

Key Previous

This section highlights specific words from the User Message so the bot can respond with an appropriate answer.

Bot Answer

In this section, you will determine the bot's responses. These responses may include text, media, surveys, or quick replies.

Attach your text

This button is used to attach the text already entered in the user answer field.

Attach digital asset

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. 4. Survey Response : The action that occurs after a customer selects the 'Like' or 'Dislike' button. You can determine survey response by using Text or Trigger Dialog.

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 disappear, and the button's title is sent as a message. Component explanation : 1. Message: Text message that will be sent with the quick reply button. 2. Button Label : Button label for quick reply. This part is optional. If left empty, the system will use the default text. 3. Title: The text to display on the quick reply button. 4. Payload: Specific data that will trigger message delivery. 5. Description: A brief description of the Quick Reply displayed to the customer.

Enter the title and question from your knowledge. Then, the system will automatically map the words into Key Previous. In Key Previous, you can highlight the words that the Chat Bot should accurately respond to. Click the 'Add' button to add a question pattern.

After clicking the 'Add' button, the question pattern will appear on the right side.

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 add many questions and answers to knowledge but the bot's responses will be random.

When you want to attach Digital Assets, Survey, or Quick Reply as an Answer Pattern, you can use a feature that allows customers to select only the provided buttons without manually entering text.

This feature helps you control user responses by ensuring that only the provided answers can be selected. By checking the 'Disable text input for all media' checkbox, the system will automatically disable text input for all media.

You can disable text input for specific answers by checking the 'Disable text input for this answer' checkbox on the desired Answer Pattern. This way, only selected answers will not accept text input from customers, while others will still allow text input.

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.

To implement the knowledge you have created into the bot, go to the Bot Setting menu, then select the Bot Manager submenu. Next, choose the bot and click the 'FAQ' button. After that, find the knowledge module you have created and click the 'Attach' button.

Examples of bot conversations with customers, according to the knowledge that has been added.

Example of bot conversation when enable the 'Disable text input for all media and quick reply answers' feature.

Example of bot conversation when you enable the 'Disable text input for this answer' feature.

This button is used 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. To learn more about the digital library, you can visit page.

You can attach Digital Asset, Surveys, or Quick Reply. After writing the answer, first click the ( ) button to attach your answer.

In the answer set section, you can sort answers or delete answers by clicking on the () or () icon, and you can also delete answers by clicking on the () icon. To add answer pattern, click the 'Add‘ button.

this
Create New Knowledge
Key Previous
Question Pattern
Answer Set Field
Customize Answer
Disable For All
Disable for the selected
Save Knowledge
Knowledge Setting
Success Create Knowledge
Attach FAQ Module
Bot Conversation
Customers cannot enter text input
Customers can enter text input.