Manually Adding Q&As
To manually add a Q&A, go to the Knowledge Base page in your project and select the ‘Manually Add Q&As’ button.
Next, select ‘Standard’ from the Q&A types listed.
Terminology -
Q&A Type - A Q&A type sets how it behaves, how it is selected, and what the customer response will be like. There are 2 Q&A types in Studio:
Standard - This is your question and response.
Flow - This is where you would like to guide a user down a specific route or capture information from them to deliver the desired outcome.
You will then be asked to allocate the Q&A to the main and subfolder, for the time being, use the default settings, you can create and add the Q&A to a folder afterwards. To find out more about creating folders, click here.
On the ‘Create New Q&A’ page, complete the following sections:
Main User Input - A main user input is the primary instruction or input by a user - essentially this is the more concise way a user might ask a question or submit a request, clearly stating the user’s intention. In Studio the Main User Input is displayed on the Q&A page to help you quickly navigate your knowledge base. It is also displayed to users in multiple-choice responses from within the Conversational Assistant.
Alternative User Inputs - These are all the ways a user may phrase a query or a request and are used to help train your conversational assistant. It is important to note that you don’t need hundreds of Alternative user inputs for each Q&A, Studio will use the information you have entered to seed it's understanding.
Response - A response is a message which is returned to the user following their question or query. This could be a simple answer, or it could be triggering a flow, a guided conversation to capture information from the user to provide a specific outcome or action. You can change the formatting, add links and videos using the toolbar.
Once you have populated all the fields, select ‘Create Q&A’. You will now see your new Q&A in the Knowledge Base.
Other Elements of a Q&A
Advance Options - These allow a Q&A response to be more flexible, allowing the addition of meta-data and videos.
Videos - Add your video link to display in a response that a user would see in the final experience.
Meta Data - Meta Data provides information to Studio about the Q&A - whether it needs to perform an action or display something. Typically, metadata is used to display buttons to users in the form of a ‘quick_reply’.
The 'quick_reply' is linked by the value text to the main user input of the Q&A you would like to return.
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