Manage FAQs

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Add FAQs

1. Go to Automation AI > Knowledge AI > FAQs > Manage KG.
2. Click Add Intent (top-right) and select FAQ.
3. In Add Question, enter the primary question.
4. (Optional) Add alternate questions in + Alternate Question. Precede a question with || to define it as a pattern.
5. (Optional) Add tags to improve KG intent detection.
6. (Optional) Enter a Display Name shown to users in ambiguity scenarios.
7. In Bot Response, enter the default response.
8. (Optional) Add alternate responses in + Alternate Response (selected randomly at runtime).
9. (Optional) Enable Conditional Response for rule-based responses. See FAQ Conditional Responses.
10. (Optional) Add a Reference ID linking to an external source.
11. (Optional) Toggle Intent Status — disabled intents are excluded from intent recognition.
12. Click Save.

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Manage Default Responses

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Handle Long Responses

• Add Extended Response — splits the response into sequential chunks.
• Add Alternate Response — adds a separate response variant (selected randomly at runtime).

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Add FAQs from an Existing Source

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Move FAQs Between Nodes

1. Click the source node. FAQs appear in the right pane.
2. Check the FAQ(s) to move (supports multi-select).
3. Drag and drop onto the target node.

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Edit and Delete FAQs

1. Select the node. FAQs appear in the right pane.
2. Hover over the question or response and click Edit.
3. Make changes and click Save.
4. To delete: click the Bin icon.
5. Select multiple FAQs to delete in bulk.

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FAQ Conditional Responses

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How It Works

1. The platform identifies the FAQ using normal intent recognition.
2. Conditions are evaluated in the order defined.
3. If a condition matches, its response is used.
4. If no condition matches, the default response is used.
5. Channel-specific responses take priority within matched conditions.

• Channel-specific response (within the matched condition) → All Channels response (within the matched condition) → Next condition → Default response.

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Setup

1. Open the FAQ and enable the Conditional Response toggle.
2. Define conditions using context, content, or environment variables.
   • Example: context.session.BotUserSession.location Equals To "United States"
3. Select an operator: Exists, Does Not Exist, Equals To, or Not Equals To.
4. Enter the comparison value.
5. Add multiple rules with AND / OR logic.
6. Enter the Then Response for each condition.
7. (Optional) Add channel-specific response variants by selecting from All Channels.

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Limits

• Max 10 conditions per FAQ.
• Max 10 nested rules per condition.

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Best Practices

• Identify key variables (location, customer type, product).
• Order conditions from most to least specific.
• Use AND for narrow scenarios, OR for broad ones.
• Always define a default response.
• Use only context.session.BotUserSession variables — they persist across the session.
• Create context, environment, or content variables before referencing them.
• Save and train after changes; publish to update end channels.