Teach the website chat assistant your answers
Add questions and exact answers to the knowledge base so the chat assistant quotes them to visitors.
The written steps below are complete. The Video script tab shows exactly what the video will cover.
The assistant on your live chat widget answers from the knowledge base. It quotes your answers word for word and will not invent a figure that is missing, so the quality of its replies depends on what you put here.
By the end you can
- Add a question and its answer
- Keep entries verified and current
Screens used
Steps
- 1
Open the knowledge base
On: /settings/kbType "knowledge base" in Find a page… and open it.
You should see: A list of entries and a New entry button.
- 2
Add an entry
On: /settings/kbPress New entry. Type the Question as a customer would ask it and the Canonical answer exactly as you want it said. Put every figure a customer could ask for in the answer.
You should see: The entry is saved. Both a question and an answer are required.
- 3
Cover the common questions
On: /settings/kbAdd entries for prices, opening hours, areas served, how to start, refunds and how to reach a person.
You should see: The questions your team answers every day are all there.
- 4
Mark entries as verified
On: /settings/kbAfter checking an answer is still right, mark it as verified. Entries that were never checked read "Never verified".
You should see: The entry reads "Verified today".
Tips
- Review the knowledge base whenever prices or policies change.
- Deactivate stops the assistant using an entry without deleting it; Activate brings it back.
- Questions the assistant could not answer are logged. Add an entry for each one that comes up twice.
Troubleshooting
- The assistant still gives the old answer.
- Another entry answers the same question. Edit or deactivate the old one.
- An entry will not save.
- Both a question and an answer are required.
One row per shot, in the same order as the guide. Estimated length 1:42, recorded signed in as Owner. Use made-up data only. How to record
Say: Teach the website chat assistant your answers. Add questions and exact answers to the knowledge base so the chat assistant quotes them to visitors.
Hold until you see: Lesson title on screen for three seconds.
Say: Type "knowledge base" in Find a page… and open it.
Hold until you see: A list of entries and a New entry button.
Say: Press New entry. Type the Question as a customer would ask it and the Canonical answer exactly as you want it said. Put every figure a customer could ask for in the answer.
Hold until you see: The entry is saved. Both a question and an answer are required.
Say: Add entries for prices, opening hours, areas served, how to start, refunds and how to reach a person.
Hold until you see: The questions your team answers every day are all there.
Say: After checking an answer is still right, mark it as verified. Entries that were never checked read "Never verified".
Hold until you see: The entry reads "Verified today".
Say: That is teach the website chat assistant your answers. The written steps are on this lesson's page in the ItzSEO course.
Hold until you see: End card with the lesson link.
Mark it complete to keep your place in the course.
Related lessons
Set the widget's name, colour and greeting, choose who answers, install it on a website and reply from the Revenue inbox.
Turn email notifications on or off by type, enable push on your device, and set quiet hours.
Add your most-sold packages to the service catalog, and create custom fields such as Budget or Industry on contacts.