The Knowledge screen is the repository of content that the chatbot uses to provide responses to users. This is where you determine which content your Chatbot should consult during the conversation. It can perform two functions: 

Generate responses during conversations: The chatbot consults this content to provide appropriate answers to the questions that users may ask. 

Or

Perform specific skills: The chatbot consults more detailed and specific information about a single topic or task.

Before assigning knowledge to your new Chatbot, you need to add the file to the AI Library (if you haven't already). Additionally, you can only assign knowledge bases that have a "processed" status. 

Access the article Access and add a knowledge base in the AI Library for Chatbot for directions on the upload screen and then assign the knowledge using the tutorial below. 

Assign Knowledge

Go to Chatbot > List of chatbots > Generative AI Chatbot. Choose the chatbot you want to adjust, click on its name, and proceed to Knowledge in the left-side menu. The screen displays, in a list, the contents that will be used by the chatbot. 

Conversation Contents

This type includes a wide variety of information on different topics. Therefore, we recommend that it be a more comprehensive document with general topics for the AI to respond to questions. For example, a description of each product your company sells. 

If you want to remove any content listed, click on the X in the Remove field. 

Include Content

Click the Include Content option next to Conversation Contents to open the screen with all your knowledge bases. 

In the selection field, choose the content that the chatbot should consult to craft conversation responses and confirm by clicking Include Content. 

💡 Tip: To include new content, add it to your Knowledge Base. Click Access Knowledge Base next to Update List to perform the inclusion, and then return to the previous screen. Update the list to see the new bases. 

Respond using only chatbot knowledge

You can choose to restrict the chatbot’s responses to specific knowledge. To do this, check the box Respond using only chatbot knowledge.

When this option is enabled, the chatbot will generate responses using only the contents listed on the Knowledge screen, based on the Purpose and Behavior settings. This ensures that all answers are consistent and aligned with the available information.

Contents for Skills

This type covers a more specific knowledge base, where the AI will have more detailed data to answer questions on a single topic. For example, a document for each specific product containing operational details.

Access the article Add Skill to Chatbot for more information.