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Managing Entries

In the General section of the Knowledge Base, you may have created entry groups. These groups are used to categorize any entries you define here. An entry is a small collection of similar phrases about a specific topic. You define those phrases and the responses your chatbot should use when it encounters these phrases.

Click the Knowledge Base option on the Navigation menu and then click on Entries. 

The first time you visit this page you will not have any entries defined. Click on the blue New Entry button to begin adding entries.

Navigation Basics

You can use these tips for any page within the ONE.AI system.

A) Click the blue New Entry button to create a new entry.

B) Use the Keyword field to search for a specific entry using the entry Name field. You can also filter the list displayed by selecting a value from one or more of the dropdown lists: Entry Group, Has Dialog, Can End Dialog, and Referenced are your field filter choices.

C) Click on the Name of the entry to view more details about that entry. You can edit the entry as well.

D) Click a page number to quickly navigate to a different page. Click Next to move to the next page or Prev to move back to the previous page displayed. You can also click the arrows to move back one page or forward one page.

E) Open the drop-down list to change the number of entries that display on a page. Your choices are 10, 20, 50, or 100.

F) Click the trash can icon to delete a specific entry.

New Entry – Details tab

Entry Name: Give the collection of phrases a descriptive name. Examples might be Billing, Contracts, Support, or Pricing.

Entry Group: Select one of the entry groups you have previously defined. If you have not done this yet, go back to the Knowledge Base option on the Navigation menu and select General to define your entry groups. You will be able to filter your Entries listing by this group.

Answer Threshold: Select from one of the predefined values to determine the level of confidence your chatbot must have to respond to this type of dialog.

Can End Query: During a dialog mode, if a message is received that triggers another entry, the bot will then decide whether to keep existing dialog or respond according to this newly found entry, depending on this Can End Query option.

Select Yes if you want the chatbot to respond to the new entry or No if you want the chatbot to keep the existing dialog. For less important entries this option should be OFF (Yes). For important entries, it should be ON (No).

Click the green checkmark button to save the entry details. Click the red X button to cancel the entry addition.

NOTE: You must create at least one Phrase and one Response before you can save the entry.

Click on the Phrases tab to continue defining the entry.

New Entry – Phrases tab

Use this tab to define the various phrases a visitor might present to your chatbot and that you want your chatbot to respond to.

Click the blue sign to the right of Phrase to begin adding new phrases.

Enter a phrase and click the green checkmark button to save the phrase. Continue adding as many phrases as you need.

If you need to edit an existing phrase, click the pencil icon to the right of the phrase and make the changes. If you need to delete a phrase, click on the trash can icon to the right of the phrase.

Click the Responses tab.

New Entry – Responses tab

Use this tab to define the various responses you want your chatbot to choose from when it encounters one of the phrases in this entry.

Click the blue sign to the right of Response to begin adding new responses.

Enter a response and click the green checkmark button to save the response. Continue adding as many responses as you need.

If you need to edit an existing response, click the pencil icon to the right of the response and make the changes. If you need to delete a response, click on the trash can icon to the right of the response.

Click the Dialog tab.

New Entry – Dialog tab

Dialog is used to capture special data in a structured way from visitors. Dialogs can be saved in the database apart from the “raw” chatlog. If you set the Can End Query value to false, or no, on the Details tab, you will select Do Not Persist Dialog. If you set the value to true, or yes, you should select Persist Dialog and this will enable you to define the necessary dialog parameters.

At this point, if you are done configuring the entry, be sure to click one of the green buttons, Save or Save and Exit Editor, to create your new entry.

If you selected Persist Dialog, see the additional notes below which outline how to define the parameters.

Click the blue Add Entry button to enter the output text. Click the green checkmark button to save the output text.

You will be prompted to enter additional parameters after saving the output text.

If you need to edit the output text, click the pencil icon. To delete the output text, click the trash can icon.

For all of the following fields, you will click the green checkmark button that displays once you are in edit mode, to save the changes.

Parameters: Click the pencil icon to edit the parameter values.

Allowed Inputs: Click the blue + sign to add a new allowed answer. If you want to group additional allowed answers click the first sign that appears after the first allowed answer.

Type another allowed answer and click the green checkmark to save that answer. This will group the answers together so you can associate one response to all.

Click the second + sign after the last answer displayed to designate the response the chatbot should use for these answers.

Select from Goto Next Dialog Entry or Jump to Another KB Entry.

Goto Next Dialog Entry: If selected, another field will display prompting you to choose from other Dialog entries you have created. If you have not added other entries for this record, you will need to do that before you can set this parameter.

In our example, we have added two entries so we have a choice for this parameter. Select the entry and click the green checkmark to save the change.

Jump to Another KB Entry: If selected, another field will display prompting you to choose from other Knowledge Base entries.

Note: These are the Entries you created at the beginning of this section.

Invalid Input Responses: Click the blue + sign to add a new invalid input response.

Click the green Save and Exit Editor button to create the new entry.

 

 

 

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