Creating new Automated Answers

To create a new Automated Answer (intent), click on the ‘+Create New Intent’ button at the top right.

In the window that will pop up, fill out the Automated Answer information and save.

The below details need to be added:

Automated Answers Details

• Name: This will be the name of the Automated Answer.

• Group: Select a group from the drop-down menu or enter a new group name.

• Tags: Add relevant tags and categories to each automated answer. These tags help identify the content group the bot selected and assist in tracking them through analytics.

Chatbot Input

• Click ''+ Add Chatbot Input'' to enter the text. You can add as many as you like.

• Add key phrases, key words, synonyms and anything relevant to the Automated Answer, having the end-user in mind. The phrases should be specific to the Automated Answer and need to capture the different ways an end-user might type when chatting with the bot in order to get results for this particular topic.

Chatbot Responses

This is the field that defines the responses that will be given by the chatbot when the particular training phrases are triggered. The response could be simple text or contain buttons.

• Message: in this case you can enter a single response containing the required information, including where appropriate a hyperlink to a source with more information. You can also add more than one responses by clicking on the ‘+’ button, in order to add variety to the responses by the bot for the specific intent.

• Redirect: with the 'Redirect' option, you can navigate the end-user to a selected flow (by selecting the required Activity’s entry point) or to another Automated Answer. These options are available as a drop down menu.

• Feedback: Request user feedback on the response to gauge its effectiveness.

• Variable: Define values, which can be used by the Flow control node to direct the end-user to different paths of the flow, depending on the values of the specified variables.

• Enable Thumb Rating / Disable Thumb Rating: Choose whether to allow users to rate the response with a thumbs up or thumbs down, providing feedback on the chatbot's performance.

Once all the information has been completed, save the Automated Answer by clicking the ‘Create Automated Answer’ button at the bottom of the pop up window.

The pop up window will then close, and the Automated Answer will be available in the chatbot.