Searching & Editing Q&As

The Knowledge Base page is where all of your Q&As are stored - This could be both your simple question and answer, but also small talk, or triggering an action via a Flow.

Once your Q&As have been added to your Assistant, they will be listed on the Knowledge Base page in the order that they were created. You will also have access to a number of pre-populated small talk Q&As and your welcome message.

Understanding a Q&A Listing

Each Q&A has a unique ID associated with it, the main user input and a folder association to help you navigate your experience, as well as the Q&A Type.

Searching for Q&As

You can search for any of your existing Q&As using the search functionality on the Knowledge Base page.

You can search using a wide variety of criteria; however, for ease, we suggest either searching on a key phrase or words e.g., travel You can also filter results by folder type, if this has been set up.

Editing

Once you have found the Q&A that you would like to edit, select the item and this will launch the editor.

There are 3 main components of a Q&A –

1. 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.

2. Alternative User Inputs - These are all the way 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 100’s of Alternative user inputs for each Q&A.

1. Response - A response is the 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 edit the response, change formatting, add links and videos using the tool bar.

Once you have made all the edits required, select ‘Save Q&A’.

Before you can test the changes, you have made, you will need to retrain your Assistant.