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General Configuration

Knowledge Base – General

Create an extensive knowledge base from which your chatbots will pull customized responses for commonly asked questions by customers.

General tab

Define the Answer Threshold and the Answer Threshold for Terms settings.

This setting allows you to determine how certain the chatbot needs to be about its reply in order to make that reply to a site visitor. Very low, Low, Medium, High, Very High, and Maximum are your choices. You can change the value type to percentages by moving your console into Advanced UI Mode. To do this click the menu icon next to your profile menu in the top right corner of the screen.

Once you are in Advanced UI Mode you will be able to enter exact numeric values for the answer threshold settings.

Greetings tab

Define how your customers will be greeted by your chatbot.

NOTE: The record maintenance steps described for this tab will be the same used for all other tabs in the General section.

Click the + next to New User Greeting or Returning User Greeting to create a greeting.

Click the green checkmark to save the greeting or the red X to abandon the creation of the new greeting.

Click the pencil icon next to an existing greeting to edit the wording of that greeting. Click the green checkmark to save the greeting or the red X to abandon the changes. Click the trash can to delete the greeting.

Click Save to record your changes.

Confusion tab

Use the Confusion tab to help guide your chatbot when it encounters questions it cannot answer or needs clarification about. We have provided you with some examples you can use, or you can add more, edit or delete our questions.

Ignorables tab

Use this tab to define the phrases your chatbot should ignore and not respond to.

Properties tab

Properties are predefined fields that can be dynamically added to bot responses.

For example, if you create a property called name, when bot is asked questions like: Who are you? What is your name? – bot uses that property value. Any property can be defined and THEN the property can be used by a special construct in response. For example, the construct that allows you to add the name property to a response looks like this: @LOOKUP({‘what’:’property’, ‘where’:’bot’, ‘how’:’key’, ‘value’:’name’}).

Entry Groups tab

Use this feature to group certain entries together. Some examples of entry groups you might want to use are shown below.

On the Knowledge Base Entries page, you will be able to use the entry groups as a filter to view entry details.




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