How do I add a new question and answer to my chatbot?

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Adding a Question

Adding your own custom questions & answers is a great way to personalize the experience for your website visitors and ensure that they have a great experience with your business.  Robust questions & answers will save you time and result in more leads and customers for your business.

Step 1. Identify which Category you want to add your Topic and Question to on the left hand panel of your Knowledgebase and click ‘Add Custom Topic.’  Enter a name for your Topic in the field. 

Step 2.  Click on your new Topic identified by the blue Review QnA icon.

Step 3.  To get you started, your Knowledgebase may pre-populate some commonly asked question formats for you to review and edit.  You can also add your own custom questions by clicking the blue Add Custom Questions button at the top right.  Think about the most common questions your customers ask and use those to start customizing your own library.

In the Answer field, provide the response to the question.  We provide basic formatting capabilities – great for emphasizing certain information or using bulleted lists.  

Additional enhancements:

More Actions.  If you want to append to your answer specific images, videos or a URL link, you can add those here.  This is a great way to support products or services based questions and drive users to specific call-to-action oriented pages on your website.

Question Variants.  If there are multiple ways a customer might ask a question to get to this same answer, you can go ahead and add them here.  TIP:  Be sure that you don’t enter the same Question Variant in multiple questions or the digital receptionist may not know which answer to provide.  Once you are done revising your answer, click the Save button.

NOTE: Any new question has to be “learned” by the digital receptionist.  This typically takes from 24 – 72 hours.

Disabling a Question

You can always disable a question by setting the Enabled toggle to ‘Disabled.’

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