After you’ve added a knowledge base and finalized its content, you can expose its articles to consumers by:
- (Conversation Builder) Adding a Knowledge Base integration in a bot
- (Conversation Orchestrator) Adding a Knowledge Base integration as a part of an Agent Assist component
If you’re adding a Knowledge Base integration in a bot, send the content to the consumer using the appropriate Conversation Builder interactions in the bot:
Take advantage of these interactions to make the most of your article content, which might include:
- A summary section
- A detail section
- A content URL
- An image URL
- A video URL
- An audio URL
The following serves as an example:
Video and Audio statements currently aren’t supported by Conversational Cloud, so they can’t be added to dialogs in Conversation Builder. However, as an alternative for video, you can use a Text statement that includes a video URL as a link.