Log into the portal and go to Knowledge Base > Management:
Use the pink button New Entry to enter new question and answer pairs into the knowledge base.
Answers can be:
- Rich text (which can also contain images, animated gifs and emojis).
- Video - YouTube videos on web chatbots and Facebook video for Messenger bots. (Note videos are not supported in Teams due to Teams restrictions).
- A form. The form must be set up and published first (via Actions > Forms)
Each question should be focused on a single specific topic. If existing questions are general, or answers are long/multi-part, break them down into specific question and answer pairs to clarify intent, simplify and direct the conversation.
We recommend no more than three short paragraphs per answer (~300 characters). Longer answers are ok sometimes, but shorter is better because:
- Easier to understand/translate
- Chat window is small
- It’s a conversation, not a monologue.
Answers can be linked by using the follow-up questions feature. Example of follow-up questions:
Note: we recommend a maximum of 3 follow up questions per Q&A pair.
Follow up questions are shown as buttons below the answer in the bot:
The user can then click one of those buttons (follow up question) to continue the conversation.
Follow-ups help the conversation flow and research shows people prefer to use buttons than type.
To improve the likelihood of a match with a user’s question, you can add alternate questions to the knowledge base.
You don’t need to think of every possible variant, but it’s good to start with a couple, especially when there are known synonyms or related terms (eg “get a job”, “work for you").
You can monitor user behaviour in FAQ Bot insights, to see the the actual questions users are asking. This will provide ideas for new questions and new alternate questions.
You can do this via the Knowledge Base > Insights section of the portal.
If you have multiple question variants, choose a display question – your preferred variant of that question.
This is the variant that will be shown when your bot is not confident of the match –
Add categories to help organise your knowledge base.
These are admin categories and are not visible to bot users.
You can also add a category like “review” to flag a question for review – you could even add a “review by x date” category for time-sensitive information.
When working in the knowledge base and writing conversations, you will then be able to filter based on category.
Consider your bot’s personality and principles of conversation design when writing and editing your questions and answers:
- Answer the question directly and concisely
- Be factual
- Don’t overload the user with information – one (conversational) step at a time
- Be careful to stick to the tone of voice you have decided on and don’t overdo the exclamation marks 😉
Save, train and publish your knowledge base - step by step
Step 1 - save
Remember to Save Changes when working in the Knowledge Base.
You’ll get a prompt if you try to leave the Knowledge base without saving:
Step 2 - train
When you’re ready to test your Knowledge Base, you first need to train it – this may take a few seconds. You can do this directly in the Knowledge Base Management tab, or in the Publish tab.
You have a record here of previously published versions:
You can label the version which can be helpful if you want to know what the changes were. You can also restore an old version using this screen if you need to.
Step 3 - test
Once you have saved and trained, you can, if you wish, preview your knowledge base changes in the Knowledge Base Test screen.
Note: This feature only tests knowledge base answers, and uses the most recently trained version of your knowledge base. Multi-language and web search results can’t be tested here.
Before you go live with your new bot, you can also use and share the test page we've set up for you to get feedback from your wider team, and test all features of the conversation.
Step 4 - publish
Happy with how things look? You're ready to publish – either from the Knowledge Base Management or Publish tab:
Note that the publish button will only be available when there is a trained version of your knowledge base that has not yet been published.
When you select publish, you'll get the option to select everything for publishing, or just a selection of questions:
Step 5 - improve
To refine your bot based on user questions, use the Knowledge Base Insights tab. See separate guide on Using insights to improve your bot.