Add a knowledge base

  1. In the Dashboard, click Add Knowledge Base in the upper-right corner.
  2. Specify the following:
    • Data source name: Enter a name for the knowledge base.
    • Data source type: Select "Knowledge Base."
    • Language: Select the language of the knowledge base. The default value is English. For details, see here in the overview.
    • Import articles from: You can add articles manually, but if you have them in an external file, you can import them now. Select either "CSV" or "Google Sheet," and use the controls provided to upload the file's contents. For details on creating an import file, see here below.

      If you select "Google Sheet" and you provide the URL to the sheet, be aware that this establishes a link between the knowledge base and the sheet. If you later sync the knowledge base, it is updated with the current contents in the sheet.

    • Intent Association: This field specifies where the intents reside, either in the knowledge base itself or in a domain in Intent Builder. Select either "Knowledge Base Intents" or "Domain Intents." If you select "Domain Intents," also select the domain from the list that appears. For a more in-depth explanation of these, see here in the overview.
  3. Click Add.

    This creates the knowledge base, and takes you to its search view. In this default view, you can search the title, intent qualifiers and content of articles.

Create an import file

If you want to import a set of articles into a knowledge base when you add the knowledge base, you'll need to create the import file.

To create an import file

  1. Create a new CSV file or Google sheet.
  2. Add the column headers listed below; use the order listed.
  3. Fill out the rows with your article data. It's recommended that you complete at least these columns: tags, title, summary, alternates, and detail.

Column headers

Column header name Notes
id An integer; usually just the row index, e.g., 1, 2, 3.

Note: This column isn't required when you initially create the knowledge base. However, if you're using a Google sheet that you plan to sync periodically, it does play a role then. Before performing a sync, update the Google sheet to include the "id" column and enter the IDs for all existing articles.
tags A comma-separated list of relevant terms.
title The article title. This should be a complete sentence or question that the user might ask.
summary A short answer that's 80 characters or less.
alternates In the UI, these are called "intent qualifiers."
detail A long answer that's 350 characters or less.
content_url  
image_url  
audio_url  
video_url  
followupQuestion Deprecated.
quickReplies Deprecated.
inputContext Deprecated.
contextAlternates Deprecated.
outputContext Deprecated.
category Assigning a category lets you filter articles based on categories in the application.
section  
positiveLearnings These are phrases for which you want a match to the article to occur. A comma-separated list.
negativeLearnings These are phrases for which you don't want the article to appear in the result even if it is matched to the consumer's intent. A comma-separated list.
intentName  

Sync with a Google sheet

After you've made changes to the Google sheet that's linked to the knowledge base, sync the knowledge base to update it with the content.

This action overwrites the content in the knowledge base with the content in the Google sheet, so use caution when performing this.

Before performing a sync, make sure the Google sheet includes the "id" column that contains the IDs for all existing articles. If it doesn't, update the sheet accordingly before syncing.

To sync a knowledge base with a Google sheet

  1. Open the knowledge base, and click (Knowledge Base Menu icon) in the lower-right corner.
  2. In the Settings panel, click KB Settings.
  3. Click More Options, scroll down to the Sync Google Sheet Data Source section, and click (Refresh icon).

Refresh the intents

The intents for every article are stored in a cache that is updated automatically every 5 minutes. But if you've made a recent change to intents–either Knowledge Base intents or Domain intents–and you want to immediately see the result of the changes, you can manually refresh the cache.

To refresh the intents in a knowledge base

  1. Open the knowledge base, and click (Knowledge Base Menu icon) in the lower-right corner.
  2. In the Settings panel, click KB Settings.
  3. Click More Options, scroll down to the Refresh Intents section, and click (Refresh icon).

Download a knowledge base

Download of a knowledge base creates a CSV file.

You might need to download a knowledge base for a few reasons:

  • You added the initial set of articles to the knowledge base by importing a CSV file, and now you want to add more articles using an import file too. The only way to do this is with a Google sheet, so you plan to download the knowledge base to a CSV file, convert the CSV file to a Google sheet, add the new articles alongside the existing articles (don't remove the existing articles), and link the Google sheet to the knowledge base.
  • You want to create a copy of the knowledge base by dowloading it and then adding a new knowledge base using the CSV as the import file.
  • You want to move or copy the knowledge base to another environment.
  • You want an extra measure of back-up, so you plan to archive the CSV file for safekeeping.

To download a knowledge base

  1. Open the knowledge base, and click (Knowledge Base Menu icon) in the lower-right corner.
  2. In the Settings panel, click KB Settings.
  3. Click More Options, scroll down to the Download Knowledge Base section, and click (Download icon).
  4. Follow the browser prompts to access and save the CSV file to a location of your choice.

Delete a knowledge base

Deleting a knowledge base is a non-recoverable action, so be certain about doing so before taking this action.

Ensure the knowledge base isn't being used in any Knowledge Base integrations before you delete it.

To delete a knowledge base

  1. Open the knowledge base, and click (Knowledge Base Menu icon) in the lower-right corner.
  2. In the Settings panel, click KB Settings.
  3. Click More Options, scroll down to the Delete Knowledge Base section, and click (Delete icon).
  4. In the confirmation dialog, click Yes.