Decision tree

To build a decision tree,

  1. Select an existing knowledge or create a new one.

  2. Take the classic process of creating knowledge and add as many branches and levels as you want within your decision tree.

Note that you can also create referral links to the branches of your decision trees,

    1. Edit the answer window and complete the content of your knowledge:

    1. Select the term or group of terms that the user can click on.

  1. Enter the branch name and click Ok.

  2. Repeat the operation for the other branches and validate the knowledge by clicking on Update.

Repeat these operations as many times as necessary.

There are no technical restrictions on the number of branches and sub-branches.

Depending on the complexity of the answer, there may be several levels but it is advised to avoid exceeding the 3 levels so that the user obtains his answer as quickly as possible.

When creating a sub-branch, the user feedback request is automatically disabled at the previous level so that it is requested only once at the end of the tree. However, if you want to request the current tree feedback, you can reactivate it by editing the answer:

  1. Click More options.

  2. Click the Other Options tab.

  3. Check Ask for feedback.

  4. Click Update.

Please note that you can make a branch of a tree directly accessible (do not go back to the beginning of the tree if the user's question is accurate and corresponds to a case described in a branch):

  1. Edit the user sentence.

  2. Click the Options and click Options again in the dropdown menu.

  3. Check Enable direct access.

  4. Close the knowledge to validate.

Note: you can directly check the Enable direct access box when creating your knowledge.

This knowledge will have direct access to the answer without needing to ask the question "I want a credit card".

Be careful when performing this action. Make sure that the knowledge does not exist in the knowledge base yet. It may be necessary to suggest knowledge to the users when the bot is not sure that it understands and suggests similar questions from the knowledge base. This implies that the name given to this branch is a well-constructed sentence. This direct access is symbolized by the icon .

In addition, your knowledge can now be redirected from another knowledge:

  1. Create a new knowledge.

  2. In the answer window, click More options.

  3. Go to the Redirect to another knowledge field.

  4. Enter the name of the knowledge to which you want to redirect this answer then click Update.

You also have the option to extract part of a tree to make a separate statement. You have this option only on branches that are in direct access:

  1. Confirm the extraction of the branch (a message will appear asking you if you confirm the extraction of the branch).

Bounce conditions

Bounce conditions allow you to perform a redirection that will be effective from the knowledge on which the user is.

Some knowledge will sometimes require creating very complex trees. To reduce these complexity of decision trees, you can use bounce conditions which allow you to make redirects to other knowledge items based on user answers. These redirects are associated with the decision tree on which you add your bounce conditions. So:

  • If the user asks a question matching a reword of the bounce condition after the tree activation, the redirection on the bounce condition is used.

  • If the user asks a question matching to a formulation of the bounce condition and the tree has not been activated, the redirection linked to the bounce condition is not used.

To add a bounce condition,

  1. Click Add.

  1. Fill in the fields:

  • The Reword field allows you to enter the formulation of the user who will direct it to the target knowledge.

  • The Redirection field corresponds to the knowledge to which the user will be redirected.

  1. Click Add then test your knowledge to check that the bounce condition is correctly taken into account.

Note: the redirection is effective and there is no need for additional manipulation such as "redirect to" in the options of your knowledge.

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