Bot’s Knowledge

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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.

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📘 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

1. Go to Bots → Knowledge Base

2. View the list of Q&A entries

3. Click ✏️ to edit or 🗑️ to delete any entry

You can search entries using the top-right bar.

Figure 1. Bot’s knowledge section

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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

1. Click Dictionary from the top-right corner of Knowledge Base

2. Click + New Keyword

3. Enter:

   • Keyword (e.g., “promo”)

   • Meaning (e.g., “discount”)

4. Click Save

Figure 2. Dictionary Panel

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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

1. Go to Bots → Knowledge Base

2. Click Waitlist → Unanswered Questions

3. Use:

   • ✏️ to add a new answer and train the bot

   • 🗑️ to delete irrelevant/spam entries

Figure 3. Unanswer Question Panel

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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

1. Enable the feature in Bots → Settings

2. During chat, agent clicks the AI button

3. Go to Bots → Knowledge Base → Learn from Conversation

4. Use:

   • 📥 Import to accept

   • ✏️ Edit before importing

   • 🗑️ Delete if not suitable

Figure 4. Bot learns from messages panel

Figure 5. AI Actions button in Help Desk

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