Last updated: 02 June 2021 

Importing content inside your chatbot platform and into knowledge bases is step one. Once the content is in, you can use it to provider greater depth and information in your chatbot responses. 

Using the approach described below, you can bring information from your knowledge bases (in parts or in full) into your FAQ answers or your conversation steps.

To follow this document, it is recommended you have at least one knowledge created.

An overview of the content you can bring

Each knowledge base is made of articles.

Each article contains:

  1. A name

  2. A content

  3. Additional resources, such as files (optional)

Each of these parts can be brought forward into a chatbot response using a specific variable. These variables are built into the platform, you do not need to create them. Here is the cheatsheet:

Section

Variable

Result

Name

{{section_name}}

Surfaces the article’s full name.

Content

{{section_content}}

Surfaces the article’s full body.

Resource(s)

{{section_resources.0.link}}

Surfaces a link to the article’s first attachment.

Understand the message advanced settings

Every message you craft inside the platform, whether inside FAQs or inside the conversation builder, has an advanced settings option.

The advanced settings allow you to bring more information to use inside your message copy, such as variables from integrations, data from a spreadsheet, or content from your knowledge base.

In the Data type dropdown, select Imported content.

In the following two dropdowns, select one of your knowledge bases and one of the articles from the knowledge respectively.

You’ve now tied the message you’re currently crafting with another piece of data – namely an knowledge base article. This allows you to use the variables in the table above inside the copy of this specific message. The platform will now automatically pull the content associated to the knowledge base you’ve tied it to.

Example 1: Add knowledge base content to an FAQ response

For the purpose of this document, we’re going to follow the process of creating an FAQ with knowledge base content. The same process works to add knowledge base content inside a conversational step.

Go to KnowledgeFAQs.

Click create Add FAQ in the top right. 

Name your FAQ, assign any relevant tags and write three example questions. 

Change Message type to Content.

You can use these variables (following the process below) to surface knowledge base content across any message type.

Click Advanced settings. 

Select Imported content from the Data type area.

Choose the specific piece of content using the Import dropdown. 

Choose a specific page within that content using the Section dropdown. 

Click Save, you've now told your chatbot to show a specific page of imported content to your users.

Write a brief answer for your FAQ in the Message area. 

To pull the article’s title inside the Title field, use the variable {{section_name}}.

To pull the article’s content inside the Body field, use the variable {{section_content}} .

Click Save again to save the FAQ. 

You've now created an FAQ that provides a quick answer for users with a link to more information taken straight from your knowledge base.

Example 2: Link a knowledge base attachment inside an FAQ answer

Knowledge base articles allow you to attach an associated file (e.g. a PDF).

In this example, we surface an article’s attachment inside an FAQ answer.

Create a simple FAQ using the process above.

Make sure you follow the advanced settings instructions above and tie your article with the FAQ.

Attachments can only be linked to from an FAQ’s answer; meaning you will need buttons for this exercise. You can choose any message type that includes buttons. For now, let’s pick an Action message.

Write your message copy and add a file button by clicking + Add File.

In the first field, give your button a label (e.g. Download)

In the second field, use the attachment variable {{section_resources.0.link}}.

Hit Save.

You’ve now created an action message with a button that will automatically link to a specific article’s first attachment.

More about the .0.link format

You may append multiple attachments to an article inside your knowledge base.

The .0.link appended at the end of the variable allows you to dictate which of these attachments you would like to surface inside this particular button.

This format follows the common programming principle of zero-indexing. In simple terms, it means ‘start counting at 0’. By using .0., you are actually telling the platform to ‘pick the first attachment’.

Following this format, therefore, if you wanted to surface the third attachment of an article, you would use the following variable: {{section_resources.2.link}}.