# 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](https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2F5pq4eT2KBS3CDMJEABmA%2Fimage.png?alt=media)

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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><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FlXOzS6ZYiB47iKJ1W8N4%2Fimage%201.png?alt=media&#x26;token=3c928500-8ff2-4d15-93ca-5e3dcab26672" alt=""><figcaption><p>Figure 2. Dictionary Panel</p></figcaption></figure>

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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><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FiDmO4Gqvd24nLvjHTQDa%2Fimage%202.png?alt=media&#x26;token=9bceb5a5-42de-48db-b8c3-c33190921ccd" alt=""><figcaption><p>Figure 3. Unanswer Question Panel</p></figcaption></figure>

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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><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FabbaxPNiOHkkHjNz14CI%2Fimage%203.png?alt=media&#x26;token=f0775086-1560-49aa-a3b7-10c6883d1580" alt=""><figcaption><p>Figure 4. Bot learns from messages panel</p></figcaption></figure>

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2Fz0mm2m72dT20HkQ5HA9w%2Fimage%204.png?alt=media&#x26;token=027ced78-425d-4e42-b98d-725ffdd2180e" alt=""><figcaption><p>Figure 5. AI Actions button in Help Desk</p></figcaption></figure>

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