Complementary answer

This type of knowledge makes it possible to add a complementary answer based on data specific to the user or on external elements. To be more concrete, conditions are the ones triggering of complementary answers.

The major interest of the complementary answer will be to provide an answer that can occur on a large number of knowledge (a tag or even the entire knowledge base). Thus, the update of this only complementary answer will be necessary, which turns out to be very useful when you want to inform your users of temporary or evolving information.

Note: in order to better understand the interest and the way to use the complementary answers, it is recommended to reproduce the practical case (below the theoretical part).

Some examples

If the user wishes to update an element of his file, it is possible to display at the end of the answer provided for this question, additional information that reminds him that another element of his file is not outdated.

During a period of promotions, in addition, it would be possible to inform the user that a product is on sale or even that a new product is available.

The complementary answer could also be used to highlight an action to be carried out over a certain period, such as updating its situation for job seeking.

To create a complementary answer,

1. Go to Content > Knowledge.

2. Click the Add button then click New knowledge. Or select a tag and click ... > New knowledge. This second option allows you to assign a tag directly to your knowledge.

3. Click Complementary answer.

When you select this type of knowledge, here's what appears:

4. Double-click the blue window or click the Edit of the blue bubble (condition on context):

5. Fill in the tab fields Configuration and Triggers.

• Configuration:

  • Label: add the name you want to give to this knowledge.

  • Activation: here you select the frequency of use of this additional information.

  • Position: choose the position of the add-in before, after, or instead of the answer on which you want to apply this knowledge.

• Triggers:

  • Condition: the right arrow displays the list of context conditions created beforehand. Select the context condition that you want to use. This field is required.

  • Tags already used: limits the triggering of the complementary answer according to the tags (associated with the knowledge) used during the dialog. This field is optional.

  • Knowledge already used: you can trigger this answer when the user asked a question about a particular knowledge. This field is optional.

  • Filter by answer type: you can choose to trigger this answer when the bot answers directly, when it is reformatting or when it does not understand. This field is optional.

When you have finished configuring your complementary answer, click Update.

6. Then complete the answer window using the tools. Note that you can check out the Answers elements page for an overview of the possibilities offered by the answer window.

7. Select your status and click Update. Your knowledge is created.

Use case

The goal of this use case you can copy is to create a complementary answer to supplement each question of the user about variables.

In order to achieve the practical case, please follow the following steps:

1. You must first create the correct context condition. To do so, go to Content > Context conditions.

2. Click Add and fill in the fields like this:

3. Click the blue tick. Your context condition is created.

4. Go to the Knowledge page and create a new knowledge (Complementary answer).

5. Edit the blue bubble and fill in the fields on the Configuration tab like this:

6. Then click Triggers and fill in the fields like this:

Note: here you can add the Livechat tag in the Tags already used but in the context of this example, this filter is not necessary.

7. Click Update.

8. Edit the answer window and add the complementary answer:

Note: do not hesitate to insert a separation at the beginning of your answer to separate the main answer of the complementary answer into two separate bubbles. To do so, please click on the icon on the toolbar:

9. Click Update then test your bot

The first term "Variables" pronounced by the user will trigger the complementary answer. In order for it to be triggered for each interaction, it would be necessary to change the Activation field to Every time.

Next step: in order to enrich the content of your answers, you can learn more about the answers elements which will allow you to discover all the possibilities available to you.