Bot’s Knowledge
Overview
The Knowledge Base feature, located in the Bots module, is where you teach your bot to understand and accurately answer customer questions. It helps you build a structured and smart AI assistant by combining:
Pre-defined question–answer entries
Business-specific terminology via Dictionary
Auto-detection of unanswered queries
Suggestions from real conversations with agents
This module improves continuously as your bot interacts with users and learns from experience.
📘 1. Knowledge Entries
Overview
This is the main list of Q&A pairs that the bot uses to provide automatic replies. Each entry contains a question, an answer, and a status label.
Status Types
Imported – Already learned and usable
In Review – Pending admin approval
Overlapped – Similar to an existing entry
How to Use
Go to Bots → Knowledge Base
View the list of Q&A entries
Click ✏️ to edit or 🗑️ to delete any entry
You can search entries using the top-right bar.
2. Dictionary
Overview
The Dictionary is used to help the bot understand slang, abbreviations, or business-specific terms. It allows you to define what each keyword means so the bot can interpret customer input more accurately.
❗ The dictionary only supports plain text (no emojis or symbols).
How to Use
Click Dictionary from the top-right corner of Knowledge Base
Click + New Keyword
Enter:
Keyword (e.g., “promo”)
Meaning (e.g., “discount”)
Click Save
3. Unanswered Questions
Overview
When the bot is asked something it doesn't understand (i.e., not in the trained knowledge base), the question is logged as Unanswered. This lets admins review and decide whether to create a new answer.
⚙️ You can configure how the bot handles these events in Bots → Settings.
How to Use
Go to Bots → Knowledge Base
Click Waitlist → Unanswered Questions
Use:
✏️ to add a new answer and train the bot
🗑️ to delete irrelevant/spam entries
4. Learn from Conversation (via AI Button)
Overview
This feature allows the bot to learn Q&A pairs from real conversations, but only when agents manually trigger learning via the AI button in the bottom-left of the chat window.
⚙️ Must be enabled in Bots → Settings under “Bot learns from conversation”.
How it Works
When the AI button is clicked during a live chat, the system will extract the most recent question–answer exchange.
These entries are stored in Waitlist → Learn from Conversation for admin review.
How to Use
Enable the feature in Bots → Settings
During chat, agent clicks the AI button
Go to Bots → Knowledge Base → Learn from Conversation
Use:
📥 Import to accept
✏️ Edit before importing
🗑️ Delete if not suitable
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