Knowledge Base (KB) articles provide a good way to add simple text content to answer customer questions without needing a developer to build a full flow within a bot. They are best used when there is a straightforward answer to a customer’s question, as opposed to guided flows which may require asking the customer clarifying questions or integrating with external systems to retrieve additional information or perform an action for the customer.
KB can also help reduce complexity in your Conversation Builder flows, as shown in the example diagram below:
Adding a New Knowledge Base (KB)
- Steps to Add a New KB:
- Create a CSV file or Google sheet and fill out article data.
- Access KnowledgeAI and click "Add Knowledge Base."
- Fill out fields, upload your file, and click "Save."
- Steps to Add a KB Article:
- Access KnowledgeAI and select the correct KB.
- Click "Add article" and fill out the necessary fields.
Additionally, when adding a new KB, you will need to add an Intent in a domain (if using Intent Match search)
- Go to “Intent Manager”
- Select “Build”
- Click “Add Intent” (bottom left)
- Need a minimum of 15 training phrases
- Save the intent and select “Train & Create Version” (top right)
- Click the orange “Train and create version” button on the pop up screen
(This will take about 5 minutes to complete. May have to refresh the page and then click “Versions” to see that it is “Trained”.)
- Be sure to Release your new version by clicking the check mark under “Actions” on the far right when trained. Click the orange “Release” button on the pop up
- Now you can add the KB
How to download your KB customer questions & bot responses
- Click “Test & Tune”
- Choose the KB in the dropdown
- Select “Answered Only”
- Click the download icon
You've now completed this stage. Ready to review the next stage of your Conversational Growth Path journey? Click here to proceed.
