Create New FAQ Knowledge

The FAQ Knowledge feature makes it easy for you to create 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, system will direct you to page of new FAQ Knowledge, such as images below.

Create New Knowledge

Component explanation :

Field 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 replies button 2. Title : The text to display on the quick reply button. 3. Payload : Custom data that will trigger sending a message.

Type the question of knowledge and press ‘Enter‘. Then, system will automatically mapping words into primary terms and secondary terms. Click ‘plus’ button to add the question pattern.

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.

Answer Set Field

In the Knowledge, one question can be multiple answers, but the bot will issue a random 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 ‘add‘ button.

Customize Answer

When FAQ Knowledge pattern is ready, at the bottom side, click save knowledge button.

Save Knowledge

Then, you will see a pop up of knowledge setting such as images below. Enter module name and click save button.

Knowledge Setting

Component explanation :

Field Name	Function
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 success added, you can search the FAQ knowledge based on question or title.

Success Create Knowledge

Use File Upload

This feature allow make it easy for you to add multiple knowledge at one time using 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 uploaded in the 3Dolphins application.

Download Template File

Open the downloaded knowledge template file. Then, enter the knowledge information required like module, title, question, context, language, answer, etc.

Upload-Knowledge-Template.xls

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 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.

Upload Knowledge

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.

Knowledge Uploaded

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.

Attach FAQ Module

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

Bot Conversation