Note: This feature is currently in Beta. To enable it, contact your Customer Success Manager.

Your bot can access a repository of information to provide accurate and relevant answers to customer queries. By configuring knowledge sources in Advanced Q&A bot, you enable the bot to learn from various learning sources such as PDFs, URLs, FAQs, and custom Q&As. 


These sources enrich the bot's understanding, allowing it to respond more effectively to customer inquiries. Properly setting up these sources ensures your bot is well-equipped to handle various questions, enhancing the overall customer experience.


Knowledge source upload guide:

Files

Type

  • Only PDF format is supported.

  • Maximum file size: 35MB

  • Uploaded PDF files should not be password-protected. 

Bot level limits

  • A maximum of 25 files can be added to a bot

Account level limits

  • A maximum of 200 files can be added per account.

URLs

Type

  • Only publicly available URLs are supported. 

  • (example: www.acme.com/warranty/India) 

  • Bots cannot learn from any private URLs.

  • The bot will only learn from static text content available in the URL; learning from video, animations, or screenshots is not currently supported.

Bot level limits

  • A maximum of 10 URLs can be added to a bot

Account level limits

  • A maximum of 25 URLs can be added per account.


You can choose from the following sources for the bot to learn:

  1. Files - Click Upload files to add PDFs you want the bot to learn from.

Note: 

Use the disable reference icon if you do not want the file to be shown as a citation along with the answer. The bot will continue to learn from these sources but will not be shown as a reference when disabled.

If you do not want the bot to learn from specific files, use the x icon to skip the file from bot learning.


  1. URLs - Add a public URL you want the bot to learn from. 

In the pop-up that appears, enter the URL name and add the URL 


Note: The bot takes up to 30 minutes to learn from the URL. You will receive an email once this is completed.


  1. FAQs - You can add your Knowledge Base as a learning source for the bot. You can select specific categories from which the bot can learn.The default behavior is for the "Show FAQ reference with the answers" checkbox to be checked, meaning the bot will display the FAQ source along with the answers. If you prefer not to show this reference, you can uncheck the box to keep the FAQ source hidden from users


  1. Q&As: In addition to the knowledge sources added, you can manually add questions and answers for specific topics that are missing in the knowledge sources.


Example,

Question: What is the charging time for the battery of the Z1 Zola electric scooter?

Answer: The Z1 Zola electric scooter takes 4.5 hours to charge a home charger fully. Additionally, the Hypercharger can give you up to 60 km of range in just 10 minutes.


Click Add a new Q&A to add a new question.

You can also choose to delete queries from the list of questions.