Use a KB

Learn how to put your knowledge base to work in NLX

Knowledge base content is useful for responding to user utterances that would not be a match to an intent flow but are common questions or requests for information that you want to support.

You may choose to assign your knowledge base as the default process whenever an utterance is logged as "unknown" (i.e., unmatched to an intent), or strategically invoked in a flow when an utterance results in a "No match" on a user node.

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Assign to bot

• Navigate to a bot in your workspace > Click the bot's Default behavior tab

• Under Unknown behavior, toggle from Quick replies to Knowledge base

• Select your knowledge base from the dropdown

• Click Save

• Create a new bot build and deploy through the bot's Deployment tab to experience your new knowledge base

Once your knowledge base is assigned and deployed to a bot(s), changes to your knowledge base only requires Publishing a new version of your KB to push out updates.

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Invoke in flow

For strategic moments in a conversation flow(s) or for manually redirecting to a flow handling user queries that resulted from a No match on a user node, you may include a Knowledge base node to check for a response:

• Navigate to an intent in the workspace > Select the intent flow

• Add a Knowledge base node to the Canvas

• Assign the knowledge base you constructed to the node

• Link the Knowledge base node to a No match edge from a User choice or User input node

• Link a Basic node from the Knowledge base node's Success edge > Enter the placeholder {"yourKBname".answer} as a bot message on the Basic node

• Proceed from the Basic node to the rest of your flow

• Click Save

Create a bot build with your intent and deploy to make your knowledge base live to users.