Overview

Knowledge base stores your organization’s content in optimal settings that enables agents to use predefined replies to answer inquiries from their customers quickly and easily, and for the AI autonomous agent to learn the material it needs for generating responses.
This guide covers the usage of Knowledge Base items, managing team-specific access to predefined replies, suggesting new predefined replies by agents, managing the Knowledge Base, and creating predefined replies for the AI autonomous agent.

Predefined replies can be tagged with Topics Tags – a powerful tool that can help categories and filter the items as well as associate between them.  

When creating Predefined replies, you can add relevant Implementable Services that will connect the customers with certain functionality via a link the agent will send

Predefined replies

Predefined replies are designed to save time and effort for agents by providing information for common customer queries. You can create predefined replies in the Knowledge Base accessed from the Settings page or the new Automation Hub.
Assign and manage predefined replies to a team at the Organization settings. 

To learn more about how the Teams assets operate, click on Understanding Teams Assets.

 

Using predefined replies

During a conversation, an agent can respond to common customer inquiries by using a predefined reply.

1. Click the Knowledge Base icon at the bottom of the reply box to open the Knowledge Base items tree diagram.

2. Select the appropriate item and click Insert to add the item to the reply box.

3. Edit it as needed and send it to the customer.        

 

Managing predefined replies

Predefined replies can be made available to all agents or restricted to specific teams.

Adding predefined replies to a team: 

1. Navigate to the Teams page, click the desired team, and open the Knowledge Base tab.

2. Check the replies you want this team’s agents to have.

3. In the center pane, select the team whose selected replies you want to be included in this team.

4. Click Add to immediately add predefined replies from the selected team.

5. To automatically update the predefined replies from the selected source team, enable the Auto-update toggle.

6. Save changes.

Suggesting a reply as a new Knowledge Base predefined reply

Agents can suggest new predefined replies to the organization’s Knowledge Base based on their interactions with customers.

1.  Before sending a response, click the three-dot menu next to the send button.

2. Click Suggest to knowledge base.

 3. The team leader /admin will see these suggestions at the top of their Knowledge Base section of the Settings page

 

  4. If the suggestion is approved, the admin can click Add, name the Knowledge Base item, and place it in the appropriate location by dragging it with the mouse.  

    5. Once placed, the team leader/admin should open the new Knowledge Base item, add any additional functionalities, and click Save.

 

 

Creating knowledge base items

CommBox Knowledge Base items can be used as predefined replies for agents and as learning material for the Autonomous Agent to respond to customer inquiries.

1. To create new Knowledge Base items, navigate to the Automation Hub and select the Knowledge Base tab. 

 

   2. Click the +Add Item at the top corner and select Predefined Reply. 

   3. In the dialog box, enter the title of the predefined reply. 

   4. Enter the content of the reply. Note that AI can only use Plain Text content. 

    5. Select the Team ownership level for this new Knowledge Base item (optional). 

    6. Edit the folder this item should be added to (optional).

    7. Add Topics Tags (optional) for quick reference and filtering ability.

        Click the Add Topics button for available tags. 

    8. Select the relevant Implementable Services that will create a link to different functionalities:  

• Checking Forms enables agents to select this reply with a form link. 

• Checking one of the Chat apps will create a link the customer can click to open a unique chat with the agent. 
• Checking Client-side customization will send a link to one of the features your organization created and connected to CommBox.  

9. Click Save or continue to create an AI predefined reply.

Enabling the AI autonomous agent to use a predefined reply:

1. Toggle On to let the AI autonomous agent use the new item. 

2. To improve the accuracy of the AI in using this content based on customer intent.

3. Enter possible questions or phrases that this item can answer, and click Add. 

4. Click Auto Generate to add possible questions or phrases suggested by AI based on the item's content. 

5. Click Save & Learn when done.

Note the different icons for AI and non-AI items.

 AI Items       Content learned by AI

 

Renaming, deleting, and editing knowledge based items 

1. Navigate to the Automation Hub and select the Knowledge Base tab.  

2. From the tree diagram, click on the folder that contains the item you wish to rename or delete. 

3. Click the 3-dot menu at the end of the line of the relevant item to Rename or Delete the Knowledge Base item. 

4. To Edit an item, click its name, make the necessary changes, and click Save Changes.