Create New FAQ Knowledge
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:
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
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 this page.
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 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.
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 :
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.
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